Diffusing customer anger in service recovery: A conceptual framework

Nguyen, D. and McColl-Kennedy, J. R. (2003) Diffusing customer anger in service recovery: A conceptual framework. Australasian Marketing Journal, 11 2: 46-55. doi:10.1016/S1441-3582(03)70128-1


Author Nguyen, D.
McColl-Kennedy, J. R.
Title Diffusing customer anger in service recovery: A conceptual framework
Journal name Australasian Marketing Journal
ISSN 1441-3582
Publication date 2003-01-01
Sub-type Article (original research)
DOI 10.1016/S1441-3582(03)70128-1
Volume 11
Issue 2
Start page 46
End page 55
Total pages 10
Editor M. Uncles
P. Patterson
Place of publication Sydney
Publisher ANZMAC
Subject C1
350100 Accounting, Auditing and Accountability
720401 Marketing
Q-Index Code C1

Document type: Journal Article
Sub-type: Article (original research)
Collections: Excellence in Research Australia (ERA) - Collection
2004 Higher Education Research Data Collection
UQ Business School Publications
 
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Created: Wed, 15 Aug 2007, 05:12:03 EST