How Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions
Journal of service research : JSR, 2007-02, Vol.9 (3), p.271-284 [Peer Reviewed Journal]Copyright SAGE PUBLICATIONS, INC. Feb 2007 ;ISSN: 1094-6705 ;EISSN: 1552-7379 ;DOI: 10.1177/109467050700900305
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