Powerlessness following service failure and its implications for service recovery

Marketing Letters

Volumn 27, Issue 1, 2016, Pages 63-75

  Wong, Jimmy ^a   Newton, Joshua D ^b   Newton, Fiona J ^a  

^a MONASH UNIVERSITY   (Australia)

^b DEAKIN UNIVERSITY   (Australia)

Author keywords

Dispositional power motivation; Service failure; Service recovery; Situational power

Indexed keywords

EID: 84901736653     PISSN: 09230645     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11002-014-9303-4     Document Type: Article

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