Contribution to Book
How Organizations can Capitalize on Customer-Caused Failures: An Abstract
Academy of Marketing Science Annual Conference. AMSAC 2019. Developments in Marketing Science: Proceedings of the Academy of Marketing Science.
(2020)
Vincent Jeseo, Matthew M. Lastner, Patrick Fennell and Judith Anne Garretson Folse
Prior research has shown that attributional judgments about the cause of a service failure are linked to post-consumption activities and ...