Journal Article Evaluation of the Indirect Influence of Courteous Service on Customer Discretionary Behavior Get access Wendy S. Zabava Ford Wendy S. Zabava Ford 1Wendy S. Zabava Ford (Ph.D., University of Maryland, 1992) is an assistant professor in the Department of Communication at Western Michigan University, Kalamazoo, MI 49008 Search for other works by this author on: Oxford Academic Google Scholar Human Communication Research, Volume 22, Issue 1, September 1995, Pages 65–89, https://doi.org/10.1111/j.1468-2958.1995.tb00362.x Published: 17 March 2006
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