The nature of an apology: An experimental study on how to apologize after a service failure
No abstract could be found for this paper, so this page does not summarise it.
No abstract could be found for this paper, so this page does not summarise it.
What our sources record
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Roschk, H., & Kaiser, S. (2013). The nature of an apology: An experimental study on how to apologize after a service failure. Marketing Letters, 24(3), 293-309. doi:10.1007/s11002-012-9218-x