Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter?

Author： Vaerenbergh Yves Van   Keyser Arne De   Larivière Bart  

Publisher： Emerald Group Publishing Ltd

ISSN： 0960-4529

Source： Managing Service Quality, Vol.24, Iss.1, 2014-01, pp. : 45-62

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