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"The Impact of Service Operations Failures on Customer Satisfaction: ..."

Shannon W. Anderson, L. Scott Baggett, Sally K. Widener (2009)

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DOI: 10.1287/MSOM.1070.0193

access: closed

type: Journal Article

metadata version: 2020-10-01

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Shannon W. Anderson, L. Scott Baggett, Sally K. Widener:
The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers. Manuf. Serv. Oper. Manag. 11(1): 52-69 (2009)

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