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Handling Customer Disconfirmations
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Handling Customer Disconfirmations

The service provider's decision process is seen from an information processing perspective. Based on individual and social psychology the author develops hypotheses about what happens in the service provider's mind within each process step.
Undertitel
A Model of the Service Provider’s Response Process
Upplaga
1996 ed.
ISBN
9783824463336
Språk
Tyska
Vikt
310 gram
Utgivningsdatum
1996-07-15
Sidor
211