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Keywords: Future intentions
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Journal Articles
International Journal of Productivity and Performance Management (2023) 72 (5): 1286–1303.
Published: 11 November 2021
...Erlinda Nusron Yunus Purpose This study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality...
