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Keywords: Service failure severity
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2026) 32 (2): 627–652.
Published: 22 April 2025
...Attia Abdelkader Ali; Andreia Gabriela Andrei; Felipe Ruiz-Moreno; Giovanna Bagnato Purpose This study investigates the impact of service failure severity, service recovery strategies and customers’ perceptions of recovery justice on post-recovery satisfaction, customers’ emotions and repurchase...
