THE SERVICE ENCOUNTER - DIAGNOSING FAVORABLE AND UNFAVORABLE INCIDENTS

被引：2891

作者：

BITNER, MJ

BOOMS, BH

TETREAULT, MS

机构：

[1] WASHINGTON STATE UNIV,SEATTLE CTR HOTEL & RESTAURANT ADM,COLL BUSINESS & ECON,PULLMAN,WA 99164

[2] GEORGE MASON UNIV,MKT,FAIRFAX,VA 22030

来源：

JOURNAL OF MARKETING | 1990年 / 54卷 / 01期

关键词：

D O I：

10.2307/1252174

中图分类号：

F [经济];

学科分类号：

02 [经济学];

摘要：

引用

页码：71 / 84

页数：14

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