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Keywords: Digital customer service
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Journal Articles
Journal:
International Hospitality Review
International Hospitality Review (2026) 40 (1): 159–179.
Published: 10 September 2024
... severity on perceived online service climate and revisit intention, mediated by trust with managerial responses. Originality/value This research yielded unique insight into C2C incivility management literature and industry practices in the context of digital customer service recovery. Wei Wei can...
