Please use this identifier to cite or link to this item:
https://scholarbank.nus.edu.sg/handle/10635/140464
| Title: | Consumer responses to compensation, speed of recovery and apology after a service failure | Authors: | Wirtz, Jochen Mattila, Anna S. |
Issue Date: | Jun-2003 | Citation: | Wirtz, Jochen, Mattila, Anna S. (2003-06). Consumer responses to compensation, speed of recovery and apology after a service failure. Research Paper Series (National University of Singapore. Faculty of Business Administration); 2003-016 : 1-29. ScholarBank@NUS Repository. | Series/Report no.: | Research Paper Series; 2003-016 | Source Title: | Research Paper Series (National University of Singapore. Faculty of Business Administration); 2003-016 | URI: | http://scholarbank.nus.edu.sg/handle/10635/140464 |
| Appears in Collections: | Staff Publications Elements |
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|---|---|---|---|---|---|---|
| b23610396.pdf | 2.37 MB | Adobe PDF | OPEN | None | View/Download |
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