The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

Yelena Tsarenkoa* amp; Dewi Tojiba

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The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

机译：人格特征和服务失败的严重程度在消费者的宽恕和服务成果中的作用

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来源
《Journal of Marketing Management》 |2012年第10期|p.1217-1239|共23页
作者
Yelena Tsarenkoa* amp; Dewi Tojiba;
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入库时间 2022-08-18 00:58:25

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The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

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