The grey market and the service encounter : an investigation of satisfiers, dissatisfiers and complaining behaviour
The general aim of the research is to explore the factors that are salient to senior customers' evaluations of service encounters and the effect that these factors might have on senior customers' behavioural reactions and future intentions. This general aim is further analysed into the fol...
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University of Strathclyde
2008
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488628 |