An Interruption Effect on Service Recovery
The paper attempts to advances the model of customer satisfaction in the failure contexts and integrates interruption as a moderator and an enhancement on customer satisfaction.
Fan Liu (2012) ,"An Interruption Effect on Service Recovery", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 1135-1135.
Fan Liu, University of Central Florida, USA
NA - Advances in Consumer Research Volume 40 | 2012
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