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Keywords: Economic and social recovery
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2013) 47 (8): 1133–1156.
Published: 26 July 2013
.... The paper also provides insight into the complementary use of economic and social recoveries to enhance a consumer's evaluation of a firm's overall recovery at a reduced cost. Service recovery plays an important role in a firm's daily operations (e.g. Chang, 2006). Service failures are inevitable, even...
