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Keywords: Humor
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Journal Articles
International Journal of Contemporary Hospitality Management (2025) 37 (3): 805–824.
Published: 11 December 2024
... complaints for service failure recovery and the moderating role of humor. Design/methodology/approach Two scenario-based between-subjects experimental design studies were conducted to examine the two aspects of justice in service failure recovery: Study 1 focuses on procedural justice manifested...
