The effects of service failures and recovery on customer loyalty in e‐services
- 期刊名称International Journal of Operations & Production Management
- 作者Sousa, Rui; Voss, Christopher A.
- 卷第29卷
- 期第8期
- 印刷ISSN0144-3577
- 文件大小168.56KB
- 发表时间2009-07-17
- DOI10.1108/01443570910977715
- 页码834-864
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