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1
by Härtel, Charmine E. J.
Published 2007
Emerald
Table of Contents: “.... Harrington -- The intentional use of service recovery strategies to influence consumer emotion, cognition...”
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2
by Härtel, Charmine E. J.
Published 2011
Emerald
Table of Contents: “...-party consumer complaints / Rebekah Russell-Bennett, Charmine E.J. Härtel, Amanda Beatson -- ch. 8...”