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January 1, 1990Journal of Marketing

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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Authors

MBMary Jo BitnerEmerald Coast Science CenterBBBernard H. BoomsPennsylvania State UniversityMTMary Stanfield TetreaultGeorge Mason University

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Cite This Study

Bitner et al. (1990) studied this question.

synapsesocial.com/papers/6a080572ab15ea61dee8a0c6https://doi.org/10.2307/1252174
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