Difficulty is a possibility: turning service recovery into e-WOM

Autor:	Luong, Duy Binh, Wu, Kuang-Wen, Vo, Thi Huong Giang
Zdroj:	Journal of Services Marketing, 2021, Vol. 35, Issue 8, pp. 1000-1012.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/JSM-12-2019-0487 Zobrazit plný text záznamu