Smith, Amy K., Bolton, Ruth N., Wagner, Janet A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery,
, 1999, с. 356 - 372.
Smith, Amy K., Bolton, Ruth N., Wagner, Janet .
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery.
: , 1999, с. 356 - 372.
Smith, Amy K., Bolton, Ruth N., Wagner, Janet (1999)
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery,
: , с. 356 - 372
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