Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors

Journal Article

C. de Matos

Publication

Year of Publication:
2012
Volume:
32
Issue:
14
Pagination:
2203-2217

Identifiers

ISSN:
0264-2069
Other Numbers:
6414289

Locators

URL
Array
DOI:
10.1080/02642069.2011.582497

Sustainable Development Goals

Contacts

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do Instituto Superior Técnico

Av. Rovisco Pais, 1049 - 001 Lisboa
Tel: +351 21 841 77 29 (ext. 1729)
Fax: +351 21 841 79 79
E-mail: cegist@tecnico.ulisboa.pt

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Financed by Portuguese funds through the 
FCT - Foundation for Science and Technology, I.P., 
under the projects UIDB/00097/2020 and UIDP/00097/2020

Host Institution
IST Lisboa