Banking customers' varied reactions to service recovery strategies

Autor:	Duffy, Jo Ann M., Miller, John M., Bexley, James B.
Zdroj:	International Journal of Bank Marketing, 2006, Vol. 24, Issue 2, pp. 112-132.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/02652320610649923 Zobrazit plný text záznamu