A CIT investigation of servicescape failures and associated recovery strategies

Autor:	Hoffman, K. Douglas, Kelley, Scott W., Chung, Beth C.
Zdroj:	Journal of Services Marketing, 2003, Vol. 17, Issue 4, pp. 322-340.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/08876040310482757 Zobrazit plný text záznamu