The impact of customer participation and service expectation on Locus attributions following service failure

Author： Yen HsiuJu Rebecca   Gwinner Kevin P.   Su Wanru  

Publisher： Emerald Group Publishing Ltd

ISSN： 0956-4233

Source： International Journal of Service Industry Management, Vol.15, Iss.1, 2004-02, pp. : 7-26

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