Losses loom longer than gains modeling the impact of service crises on perceived service quality over time

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Veröffentlicht in:Journal of marketing research
1. Verfasser: Gijsenberg, Maarten J. (VerfasserIn)
Weitere Verfasser: Heerde, Harald J. van (VerfasserIn), Verhoef, Peter C. (VerfasserIn)
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Sprache:eng
Veröffentlicht: 2015
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