e-Word of mouth : the role of e-service guarantees and e-recovery

Robertson, Nichola and Kandampully, Jay 2009, e-Word of mouth : the role of e-service guarantees and e-recovery, in QUIS 2009 : Proceedings of the eleventh International Conference in Services, Ingolstadt School of Management, Wolfsburg, Germany.

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Title e-Word of mouth : the role of e-service guarantees and e-recovery
Author(s) Robertson, Nichola
Kandampully, Jay
Conference name International Quality in Service Symposium (11th : 2009 : Wolfsburg, Germany)
Conference location Wolfsburg, Germany
Conference dates 11-14 June 2009
Title of proceedings QUIS 2009 : Proceedings of the eleventh International Conference in Services
Editor(s) Stauss, B et al
Publication date 2009
Publisher Ingolstadt School of Management
Place of publication Wolfsburg, Germany
Language eng
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category E3 Extract of paper
HERDC collection year 2009
Copyright notice ©2009, QUIS
Persistent URL http://hdl.handle.net/10536/DRO/DU:30021061

Document type: Conference Paper
Collections: Faculty of Business and Law
Deakin Graduate School of Business
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