Michael J. Howley

Drexel University

Assistant Professor

3141 Chestnut St

Philadelphia, PA 19104

United States

SCHOLARLY PAPERS

1

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143

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Scholarly Papers (1)

1.

The Forgiveness Processes of Very Dissatisfied Customers

Number of pages: 47 Posted: 06 Jul 2008 Last Revised: 15 Jul 2008
Michael J. Howley, Stephen W. Brown and James Ward
Drexel University, Arizona State University (ASU) - Marketing Department and affiliation not provided to SSRN
Downloads 143 (207,808)

Abstract:

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Forgiveness, Service Failure, Recovery