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You deserve the bad (or good) service: the role of moral deservingness in observers’ reactions to service failure (or excellence)

Mauricio Palmeira, Minjung Koo, Hyun-Ah Sung

European Journal of Marketing (2022) 56 (3): 653–676.

https://doi.org/10.1108/EJM-09-2020-0659

Published: 02 August 2021

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