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Don’t try harder: using customer inoculation to build resistance against service failures
| File | Description | Size | Format | |
|---|---|---|---|---|
 mikolon_et_al_2015_JAMS.docx | Accepted version | 116.18 kB | Microsoft Word | View/Open |
| Title: | Don’t try harder: using customer inoculation to build resistance against service failures |
| Authors: | Mikolon, S Quaiser, B Wieseke, J |
| Item Type: | Journal Article |
| Issue Date: | 13-Aug-2014 |
| Date of Acceptance: | 3-Jul-2014 |
| URI: | http://hdl.handle.net/10044/1/25419 |
| DOI: | https://dx.doi.org/10.1007/s11747-014-0398-1 |
| ISSN: | 1552-7824 |
| Publisher: | Springer |
| Start Page: | 512 |
| End Page: | 527 |
| Journal / Book Title: | Journal of the Academy of Marketing Science |
| Volume: | 43 |
| Issue: | 4 |
| Copyright Statement: | © 2014, Academy of Marketing Science. The final publication is available at Springer via https://dx.doi.org/10.1007/s11747-014-0398-1 |
| Publication Status: | Published |
| Appears in Collections: | Imperial College Business School |