Apologizing after a Service Failure: It does not matter what you say but how you say it

Titelangaben

Roschk, Holger ; Kaiser, Susanne:
Apologizing after a Service Failure: It does not matter what you say but how you say it.
In: Proceedings of the 41st European Marketing Academy (EMAC) Conference, Lisbon, Portugal, May 22 - 25, 2012. - Lissabon, 2012