대구한의대학교 향산도서관

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저널기사
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts.: / Maxham III, James G.;Netemeyer, Richard G.;(http://www.swetsnet.com/link/access_db?issn=00222429&vol=00066&iss=00004&page=57; ) / American Marketing Association / Journal of Marketing / 2002 /
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