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Keywords: Service failure type
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Journal Articles
International Journal of Contemporary Hospitality Management (2025) 37 (3): 871–889.
Published: 01 January 2025
...Mingli Zhang; Shensheng Cai; Tong Qiao Purpose In social media context, service failures become public domain, making them visible to vast audiences of customers who are virtually present. Thus, this study aims to discuss the roles of service failure type and management response on observers...
Includes: Supplementary data
