The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

出版年份 2008 全文链接

标题

作者

关键词

出版物

Volume 11, Issue 1, Pages 52-69

出版商

Institute for Operations Research and the Management Sciences (INFORMS)

发表日期

2008-01-05

DOI

10.1287/msom.1070.0193

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