A DYNAMIC PROCESS MODEL OF DISSATISFACTION FOR UNFAVORABLE, NON-ROUTINE SERVICE ENCOUNTERS-Reference-Cited by-同舟云学术

A DYNAMIC PROCESS MODEL OF DISSATISFACTION FOR UNFAVORABLE, NON-ROUTINE SERVICE ENCOUNTERS

Published:2009-01-05 Issue:3 Volume:8 Page:282-300
ISSN:1059-1478
Container-title:Production and Operations Management
language:en
Short-container-title:

Author:

Dasu Sruran,Rao Jay

Publisher

Wiley

Subject

Management of Technology and Innovation,Industrial and Manufacturing Engineering,Management Science and Operations Research

Link

http://onlinelibrary.wiley.com/wol1/doi/10.1111/j.1937-5956.1999.tb00309.x/fullpdf

Reference44 articles.

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3. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses;Bitner;Journal of Marketing,1990

4. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents;Bitner;Journal of Marketing,1990

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