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Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services

Zeelenberg,M.
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Pieters,R.
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2004
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Tilburg University Research Output Collection
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126234.pdf
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Zeelenberg, M & Pieters, R 2004, 'Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services', Journal of Business Research, vol. 57, pp. 445-455.
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https://hdl.handle.net/20.500.14602/47049
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