Putting it right: service failure and customer loyalty in UK banks

Autor:	Jones, Henry, Dawes Farquhar, Jillian
Zdroj:	International Journal of Bank Marketing, 2007, Vol. 25, Issue 3, pp. 161-172.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/02652320710739869 Zobrazit plný text záznamu