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Keywords: Inclusive frontline design
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Journal Articles
International Journal of Contemporary Hospitality Management 1–19.
Published: 28 August 2026
... strengthen communal relationships and customer loyalty to the service provider. This effect is found to be insignificant in process failure relative to the no-failure condition. Research limitations/implications Theoretically, the study extends hospitality research by framing inclusive frontline design...
Includes: Supplementary data
