Browsing by Author "Yen, Vu Hoang Kim"
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The influence of severity of failure and initial recovery effort on anger, frustration and switching intention - A study of restaurant industry in Ho Chi Minh City of Vietnam
Yen, Vu Hoang Kim (HCMC - International University, 2015)With the overall purpose of studying the effect of severity of service failure and initial recovery effort on customers’ negative emotions and switching intention, this thesis used restaurant industry in Ho Chi Minh City ...