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KUM,DOREEN
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Issue Date
Title
Author(s)
2004
Consumer Cheating on Service Guarantees
Wirtz, J.
;
Kum, D.
Jun-1999
Consumer cheating on service guarantees : an experimental study
Wirtz, Jochen
;
Kum, Doreen
Jul-1999
Designing service guarantees : is full satisfaction the best you can guarantee
Wirtz, Jochen
;
Kum, Doreen
Oct-2000
Determinants of consumer cheating on service guarantees : results from three experimental studies
Wirtz, Jochen
;
Kum, Doreen
Apr-1999
Should a firm with a reputation for outstanding service quality offer a service guarantee
Wirtz, Jochen
;
Kum, Doreen
;
Lee, Khai Sheang
