An exploratory investigation of the effect of formality on the content of the service elimination process

Gounaris, Spiros and Papastathopoulou, Paulina and Avlonitis, George (2002) An exploratory investigation of the effect of formality on the content of the service elimination process. In: 31st Annual EMAC, 2002-05-28.

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Abstract

This paper provides the results from an exploratory investigation of the effect of formality on the content of the service elimination process