Items where Kingston Author is "Crisafulli, Benedetta"
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Number of items: 2.
Article
Crisafulli, Benedetta and Singh, Jaywant (2016) Service guarantee as a recovery strategy : the impact of guarantee terms on perceived justice and firm motives. Journal of Service Management, 27(2), pp. 117-143. ISSN (print) 1757-5818
Thesis
Crisafulli, Benedetta (2015) Customer perceptions of guarantee policies and employee behaviour in service recovery : an investigation of justice, signaling and attributions. (PhD thesis), Kingston University, .