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Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

Klaus Schoefer; Adamantios Diamantopoulos
  • 作者Klaus Schoefer; Adamantios Diamantopoulos
  • 卷第2卷
  • 期第1期
  • 印刷ISSN1862-8516
  • 电子ISSN1862-8508
  • 文件大小208.89KB
  • 发表时间2008-03
  • DOI10.1007/s11628-007-0024-0
  • 页码65-81
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