Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining

Author: Matos Celso Augusto de   Rossi Carlos Alberto Vargas   Veiga Ricardo Teixeira   Vieira Valter Afonso  

Publisher: Emerald Group Publishing Ltd

ISSN: 0887-6045

Source: Journal of Services Marketing, Vol.23, Iss.7, 2009-10, pp. : 462-475

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