Generating positive word-of-mouth in the service experience

Managing Service Quality

Volumn 21, Issue 2, 2011, Pages 133-151

  Ng, Sandy ^a   David, Meredith E ^b   Dagger, Tracey S ^c  

^a RMIT UNIVERSITY   (Australia)

^b FLORIDA STATE UNIVERSITY   (United States)

^c MONASH UNIVERSITY   (Australia)

Author keywords

Customer services quality; Interpersonal communications; Relationship marketing; Service delivery

Indexed keywords

EID: 79952800999     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604521111113438     Document Type: Article

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