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Keywords: Service recovery
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Journal Articles
European Journal of Management and Business Economics (2024) 33 (4): 488–504.
Published: 22 March 2024
...Óscar Aguilar-Rojas; Carmina Fandos-Herrera; Alfredo Pérez-Rueda Purpose This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers...
Includes: Supplementary data
