Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services

J.R.G. Bougie, R. Pieters and M. Zeelenberg
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J.R.G. Bougie: Tilburg University, School of Economics and Management
R. Pieters: Tilburg University, School of Economics and Management
M. Zeelenberg: Tilburg University, School of Economics and Management

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Date: 2003
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