How many times have we returned goods due to shoddy workmanship, bitterly complaining at the time lost and expense taken, not to mention the frustration and disappointment? How often do we avoid shops due to an assistant's off‐hand manner?
COWGILL, S. (1991), "Attitude and commitment", Managing Service Quality: An International Journal, Vol. 1 No. 3, pp. 127-128. https://doi.org/10.1108/eb006135
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