@article{SimonGhesquiereTossan2014,
    author = {Simon, Françoise and Ghesquiere, Chantal Connan and Tossan, Vesselina},
    title = {The Contribution of Gratitude to Satisfaction Models for Complaining Customers},
    year = {2014},
    journal = {Customer & Service Systems},
    volume = {1},
    number = {1},
    pages = {129-134},
    doi = {10.5445/KSP/1000038784/14}
}