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Customer rage back-story: Linking needs-based cognitive appraisal to service failure type

RepositoryUniversity of Queensland [UQ eSpace]
URLhttps://espace.library.uq.edu.au/view/UQ:278396
Author(s)Surachartkumtonkun, Jiraporn; Patterson, Paul G.; McColl-Kennedy, Janet R.
Item typeArticle
DOIhttps://doi.org/10.1016/j.jretai.2012.06.001

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