Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers

Author： Wen Biyan   Chi Christina Geng-qing  

Publisher： Emerald Group Publishing Ltd

ISSN： 0959-6119

Source： International Journal of Contemporary Hospitality Management, Vol.25, Iss.3, 2013-04, pp. : 306-327

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