Don't try harder: using customer inoculation to build resistance against service failures.
| Autor: | Mikolon, Sven1 sven.mikolon@rub.de, Quaiser, Benjamin2 benjamin.quaiser@berlin.de, Wieseke, Jan jan.wieseke@rub.de |
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| Zdroj: | Journal of the Academy of Marketing Science. Jul2015, Vol. 43 Issue 4, p512-527. 16p. |
| Databáze: | Business Source Ultimate |
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