Article
Understanding Emotional Reactions for Negative Services: The Impact of Efficacy Beliefs and Stage in Process
Journal of Service Research
(2009)
Disciplines
Publication Date
2009
Citation Information
Elizabeth G. Miller, Mary Frances Luce, Barbara E. kahn and Emily F. Conant. "Understanding Emotional Reactions for Negative Services: The Impact of Efficacy Beliefs and Stage in Process" Journal of Service Research Vol. 12 Iss. August (2009) Available at: http://works.bepress.com/elizabeth_miller/3/