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Keywords: Recovery
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Journal Articles
María Leticia Santos‐Vijande, Ana María Díaz‐Martín, Leticia Suárez‐Álvarez, Ana Belén del Río‐Lanza
Journal:
European Journal of Marketing
European Journal of Marketing (2013) 47 (5-6): 934–963.
Published: 24 May 2013
...María Leticia Santos‐Vijande; Ana María Díaz‐Martín; Leticia Suárez‐Álvarez; Ana Belén del Río‐Lanza Purpose Appropriate management of service failures involves a complex organizational response that allows an effective internal and external recovery, learn from mistakes and introduce future...
