'Could they have done better?’ Examining customer responses to online service failure and recovery through counterfactual reasoning

Singh, Jaywant and Crisafulli, Benedetta (2016) 'Could they have done better?’ Examining customer responses to online service failure and recovery through counterfactual reasoning. In: SERVSIG 2016 -The Future of Services in the Heart of Europe; 17-19 Jun 2016, Maastricht, The Netherlands.

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Item Type: Conference or Workshop Item (Paper)
Event Title: SERVSIG 2016 -The Future of Services in the Heart of Europe
Organising Body: American Marketing Association
Research Area: Business and management studies
Faculty, School or Research Centre: Faculty of Business and Law
Faculty of Business and Law > Kingston Business School (Strategy, Marketing and Innovation) (from August 2013)
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Depositing User: Jaywant Singh
Date Deposited: 31 Mar 2016 08:21
Last Modified: 04 Jul 2016 09:12
URI: http://eprints.kingston.ac.uk/id/eprint/34064

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