@conference{d022afdc9f97482cbcf4c4ab38d02f43,
title = "{"} If only they were more caring {"}: the role of counterfactuals and emotions in customer coping with health service failures",
keywords = "Business and management studies",
author = "Jaywant Singh and Benedetta Crisafulli",
note = "Organising Body: Academy of Marketing Science; 2016 Academy of Marketing Science (AMS) World Marketing Congress: Marketing at the Confluence between Entertainment and Analytics ; Conference date: 19-07-2016 Through 23-07-2016",
year = "2016",
language = "English",
}