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Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responses

Alessandro Silva de Oliveira, Gustavo Quiroga Souki, Dirceu da Silva, Daniel Carvalho de Rezende, Georgiana Luna Batinga

Asia-Pacific Journal of Business Administration (2023) 15 (2): 225–244.

https://doi.org/10.1108/APJBA-06-2021-0249

Published: 11 April 2022

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