Attributions and outcomes of the service recovery process Scott R Swanson; Scott W Kelley Journal of Marketing Theory and Practice; Fall 2001; 9, 4; ABI/INFORM Global pg. 50
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attributions and outcomes of the
how to get things straightened out"), the contact person (âthat young woman ... The customer calls the. Credit Card .... The subjects were from an advanced marketing .... (either a ï¬le or box depending on the particular center) that was checked ...
