Perceived controllability and service expectations: Influences on customer reactions following service failure

✍ Scribed by Sunmee Choi; Anna S. Mattila

• Book ID: 117982750
• Publisher: Elsevier Science
• Year: 2008
• Tongue: English
• Weight: 299 KB
• Volume: 61
• Category: Article
• ISSN: 0148-2963
• DOI: 10.1016/j.jbusres.2006.05.006