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"Apology Strategies for Informal Complaints in Service Recovery and CRM ..."

Deborah L. Kellogg, Lawrence F. Cunningham (2014)

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DOI: 10.4018/IJISSC.2014070103

access: closed

type: Journal Article

metadata version: 2020-08-06

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Deborah L. Kellogg, Lawrence F. Cunningham:
Apology Strategies for Informal Complaints in Service Recovery and CRM Systems. Int. J. Inf. Syst. Soc. Chang. 5(3): 31-48 (2014)

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