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Consumer complaints and recovery through guaranteeing self-service technology

Robertson, Nichola, McQuilken, Lisa and Kandampully, Jay 2012, Consumer complaints and recovery through guaranteeing self-service technology, Journal of consumer behaviour : an international research review, vol. 11, no. 1, January - February, pp. 21-30.

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Title Consumer complaints and recovery through guaranteeing self-service technology
Author(s) Robertson, Nichola
McQuilken, Lisa
Kandampully, Jay
Journal name Journal of consumer behaviour : an international research review
Volume number 11
Issue number 1
Season January - February
Start page 21
End page 30
Publisher John Wiley & Sons Ltd.
Place of publication West Sussex, England
Publication date 2012-01
ISSN 1472-0817
Keyword(s) Consumer complaints
Self-service technology
Service recovery
Service guarantees
Language eng
Field of Research 150501 Consumer-Oriented Product or Service Development
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2011, John Wiley & Sons, Ltd.
Persistent URL http://hdl.handle.net/10536/DRO/DU:30043941

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Created: Mon, 02 Apr 2012, 10:55:06 EST by Katrina Fleming