Service failures and customer forgiveness in the healthcare sector

Yelena Tsarenko, Yuliya Strizhakova

Research output: Chapter in Book/Report/Conference proceedingConference PaperResearchpeer-review

Original languageEnglish
Title of host publication2009 AMA Winter Educator's Conference: Marketing Theory and Applications
EditorsKristy Reynolds, J Chris White
Place of PublicationChicago Illinois USA
PublisherAmerican Marketing Association
Pages196 - 203
Number of pages8
Volume20
ISBN (Print)0877573352
Publication statusPublished - 2009
Event2009 AMA Winter Marketing Educators' Annual Conference: Marketing Theory and Applications - Tampa FL, United States of America
Duration: 20 Feb 200920 Feb 2009

Conference

Conference2009 AMA Winter Marketing Educators' Annual Conference
CountryUnited States of America
CityTampa FL
Period20/02/0920/02/09

Cite this

Tsarenko, Y., & Strizhakova, Y. (2009). Service failures and customer forgiveness in the healthcare sector. In K. Reynolds, & J. C. White (Eds.), 2009 AMA Winter Educator's Conference: Marketing Theory and Applications (Vol. 20, pp. 196 - 203). Chicago Illinois USA: American Marketing Association.
Tsarenko, Yelena ; Strizhakova, Yuliya. / Service failures and customer forgiveness in the healthcare sector. 2009 AMA Winter Educator's Conference: Marketing Theory and Applications. editor / Kristy Reynolds ; J Chris White. Vol. 20 Chicago Illinois USA : American Marketing Association, 2009. pp. 196 - 203
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language = "English",
isbn = "0877573352",
volume = "20",
pages = "196 -- 203",
editor = "Kristy Reynolds and White, {J Chris}",
booktitle = "2009 AMA Winter Educator's Conference: Marketing Theory and Applications",
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Tsarenko, Y & Strizhakova, Y 2009, Service failures and customer forgiveness in the healthcare sector. in K Reynolds & JC White (eds), 2009 AMA Winter Educator's Conference: Marketing Theory and Applications. vol. 20, American Marketing Association, Chicago Illinois USA, pp. 196 - 203, 2009 AMA Winter Marketing Educators' Annual Conference, Tampa FL, United States of America, 20/02/09.

Service failures and customer forgiveness in the healthcare sector. / Tsarenko, Yelena; Strizhakova, Yuliya.

2009 AMA Winter Educator's Conference: Marketing Theory and Applications. ed. / Kristy Reynolds; J Chris White. Vol. 20 Chicago Illinois USA : American Marketing Association, 2009. p. 196 - 203.

Research output: Chapter in Book/Report/Conference proceedingConference PaperResearchpeer-review

TY - GEN

T1 - Service failures and customer forgiveness in the healthcare sector

AU - Tsarenko, Yelena

AU - Strizhakova, Yuliya

PY - 2009

Y1 - 2009

M3 - Conference Paper

SN - 0877573352

VL - 20

SP - 196

EP - 203

BT - 2009 AMA Winter Educator's Conference: Marketing Theory and Applications

A2 - Reynolds, Kristy

A2 - White, J Chris

PB - American Marketing Association

CY - Chicago Illinois USA

ER -

Tsarenko Y, Strizhakova Y. Service failures and customer forgiveness in the healthcare sector. In Reynolds K, White JC, editors, 2009 AMA Winter Educator's Conference: Marketing Theory and Applications. Vol. 20. Chicago Illinois USA: American Marketing Association. 2009. p. 196 - 203