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Keywords: Failure stability
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Journal Articles
International Journal of Bank Marketing (2022) 40 (3): 458–483.
Published: 24 December 2021
... the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change. Originality/value Previous...
