@article{McCollKennedy:2006p4966,
	title = {Customer Emotions in Service Failure and Recovery Encounters},
	author = {J McColl-Kennedy and A Smith},
	journal = {espace.library.uq.edu.au},
	month = {Jan},
	url = {http://espace.library.uq.edu.au/eserv/UQ:71242/Pre_print_FINAL_Emotions_Chapter.pdf},
	year = {2006},
	biburl = {http://www.bibsonomy.org/bibtex/2c1d145caaf3e560d53c4d4bcadb219d4/anrcare},
	date-added = {2008-08-04 08:42:51 +0200}, pmid = {1315994896223016317related:fZWZu2JaQxIJ}, local-url = {file://localhost/Users/cedric_bach/Documents/Papers/2006/McColl-Kennedy/espace.library.uq.edu.au%202006%20McColl-Kennedy.pdf}, uri = {papers://63878A5C-413C-4F55-964E-6E4B0F84A173/Paper/p4966}, date-modified = {2008-08-04 08:42:51 +0200}, read = {Yes}, rating = {0},
	keywords = {emotion evaluation }
}