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Keywords: Employee adaptive service recovery
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2020) 54 (7): 1581–1607.
Published: 21 May 2020
...: Are the configurations of managerial practices that lead to employee adaptive service recovery behavior different from those that lead to employee proactive service recovery behavior? To address this research question, this study uses a fuzzy-set qualitative comparative analysis (fsQCA). Hence, the contributions...
