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A Typology of Consumers' Emotional Response Styles During Service Recovery Encounters

Lookup NU author(s): Professor Klaus Schoefer

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Publication metadata

Author(s): Schoefer K, Diamantopoulos A

Publication type: Article

Publication status: Published

Journal: British Journal of Management

Year: 2009

Volume: 20

Issue: 3

Pages: 292-308

Print publication date: 01/09/2009

ISSN (print): 1045-3172

ISSN (electronic): 1467-8551

Publisher: Wiley

URL: http://dx.doi.org/10.1111/j.1467-8551.2008.00589.x

DOI: 10.1111/j.1467-8551.2008.00589.x

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