Effects of Staff-Customer Relationship during Service Failures and Recovery: Cognitive Appraisal and Emotional Rules

David K. Tse, Chi Kin Bennett Yim, Wa Kimmy Chan

Research output: Contribution to conference › Conference abstract › peer-review

Original language	English
Publication status	Published - Jun 2005
Event	Marketing Scholar Forum III - Shanghai, China Duration: 16 Jun 2005 → 19 Jun 2005

Cite this

@conference{19e386f846904c6a989ea8503d36f9cc,

title = "Effects of Staff-Customer Relationship during Service Failures and Recovery: Cognitive Appraisal and Emotional Rules",

author = "Tse, {David K.} and Yim, {Chi Kin Bennett} and Chan, {Wa Kimmy}",

year = "2005",

month = jun,

language = "English",

note = "Marketing Scholar Forum III ; Conference date: 16-06-2005 Through 19-06-2005",

}