Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services

Research output: Contribution to journalArticleScientificpeer-review

484 Citations (Scopus)
857 Downloads (Pure)
Original languageEnglish
Pages (from-to)445-455
JournalJBR: Journal of Business Research
Volume57
Publication statusPublished - 2004

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