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" If only they were more caring " : the role of counterfactuals and emotions in customer coping with health service failures

Singh, Jaywant and Crisafulli, Benedetta (2016) " If only they were more caring " : the role of counterfactuals and emotions in customer coping with health service failures. In: 2016 Academy of Marketing Science (AMS) World Marketing Congress: Marketing at the Confluence between Entertainment and Analytics; 19-23 Jul 2016, Paris, France.

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Item Type: Conference or Workshop Item (Paper)
Event Title: 2016 Academy of Marketing Science (AMS) World Marketing Congress: Marketing at the Confluence between Entertainment and Analytics
Organising Body: Academy of Marketing Science
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)
Depositing User: Jaywant Singh
Date Deposited: 05 Apr 2016 10:35
Last Modified: 11 Aug 2016 10:56
URI: http://eprints.kingston.ac.uk/id/eprint/34859

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