Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations

Autor:	Conlon, Donald E., Murray, Noel M.
Zdroj:	The Academy of Management Journal, 1996 Aug 01. 39(4), 1040-1056.
Databáze:	JSTOR Journals
Externí odkaz:	https://www.jstor.org/stable/256723 Zobrazit plný text záznamu