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Keywords: Service recovery
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Journal Articles
Journal:
International Hospitality Review
International Hospitality Review (2026) 40 (1): 159–179.
Published: 10 September 2024
...Wei Wei Purpose This research addressed online customer-to-customer (C2C) incivility during digital service recovery. Design/methodology/approach To examine the effectiveness of managerial responses to online C2C incivility post a restaurant service failure, a 2 (Managerial response: general...
