By Professor Harald Van Heerde

Conference Papers

Gijsenberg MJ; Van Heerde HJ; Verhoef PC, 2015, 'Losses loom longer than gains: Modeling the impact of service crises on perceived service quality over time', in Journal of Marketing Research, pp. 642 - 656, http://dx.doi.org/10.1509/jmr.14.0140

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