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Keywords: Service incidents
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Journal Articles
European Journal of Management and Business Economics (2023) 32 (2): 168–184.
Published: 10 May 2022
...Pedro Simões Coelho; Paulo Rita; Ricardo F. Ramos Purpose This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers...
