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Keywords: Repatronage intentions
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Journal Articles
Do service firm employee and customer relations matter for customer forgiveness in service recovery?
Asia Pacific Journal of Marketing and Logistics (2019) 31 (4): 1216–1232.
Published: 10 May 2019
... the effects of structural, relational and cognitive social capital on customer forgiveness and thereof the effects of customer forgiveness on negative word of mouth and repatronage intentions. Design/methodology/approach Partial least squares–structural equation modeling was employed to test...
