Emotional antecedents and outcomes of service recovery: An exploratory study in the luxury hotel industry

Author： Kozub Kristen Riscinto   O'Neill Martin Anthony   Palmer Adrian A.  

Publisher： Emerald Group Publishing Ltd

ISSN： 0887-6045

Source： Journal of Services Marketing, Vol.28, Iss.3, 2014-05, pp. : 233-243

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