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Keywords: Explanation
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Journal Articles
International Journal of Bank Marketing (2023) 41 (7): 1611–1639.
Published: 28 June 2023
... to the significance of trust in services and the frequency of trust violations. Drawing on the sense-making and defensive approaches of attribution theory, this study aims to explore the effectiveness of various trust recovery tactics (e.g. apology, explanation, and investigation) in financial services considering...
