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Start Over Year 2010 Committee Member Breffni M Noone Committee Member Harry Zinn Author Last Name Kim

Open Access

Author:: Kim, Min Gyung
Title:: THE EFFECT OF SURPRISE ON CUSTOMER DELIGHT AND THE ROLE OF EXPLANATIONS FOR MANAGING CUSTOMER EXPECTATIONS
Graduate Program:: Hotel, Restaurant, and Institutional Management
Keywords:: surprise
delight
expectation
explanation
satisfaction
File:: Download Min_Kim_Dissertation.pdf
Committee Members:: Anna S Mattila, Dissertation Advisor/Co-Advisor
Anna S Mattila, Committee Chair/Co-Chair
Karthik Namasivayam, Committee Member
Breffni M Noone, Committee Member
Harry Zinn, Committee Member

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