@article{journals/msom/AndersonBW09,
  added-at = {2010-03-05T00:00:00.000+0100},
  author = {Anderson, Shannon W. and Baggett, L. Scott and Widener, Sally K.},
  biburl = {http://www.bibsonomy.org/bibtex/297f9e0a606c345a183176bf1af2ab9e6/dblp},
  date = {2010-03-05},
  description = {dblp},
  ee = {http://dx.doi.org/10.1287/msom.1070.0193},
  interhash = {47589b27aaa32d643378e6a11f5c9deb},
  intrahash = {97f9e0a606c345a183176bf1af2ab9e6},
  journal = {Manufacturing & Service Operations Management},
  keywords = {dblp},
  number = 1,
  pages = {52-69},
  timestamp = {2010-03-05T00:00:00.000+0100},
  title = {The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers.},
  url = {http://dblp.uni-trier.de/db/journals/msom/msom11.html#AndersonBW09},
  volume = 11,
  year = 2009
}