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Showing 1 to 1 of 1 for “"service recovery outcomes"”.
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Service recovery and the elusive paradox: an examination of the effects of magnitude of service failure, service failure responsiveness, service guarantee and additional recovery effort on service recovery comes
Service failure and recovery remain critical issues for both academicians and marketing practitioners. Defined as a service provider’s response to a failed service, service recovery can mean the difference between a firm’s success and failure, for increasing customer retention and limiting customer …