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Keywords: Utilitarian value
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Journal Articles
Meteb Naif Alotaibi, Walid Chaouali, Samiha Mjahed Hammami, Klaus Schoefer, Narjess Aloui, Mahmoud Abdulhamid Saleh
International Journal of Bank Marketing (2023) 41 (3): 457–484.
Published: 27 January 2023
... with perceived utilitarian value and hedonic value. Originality/value This study unveils the negative facet of co-created service recovery, which has rarely been addressed in the service recovery literature, especially in the context of the banking industry. This study demonstrates that the effectiveness...
