When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation
| Autor: | Wan, Lisa C., Chan, Elisa K.Y., Su, Lei |
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| Zdroj: | In International Journal of Hospitality Management 2011 30(1):213-220 |
| Databáze: | ScienceDirect |
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