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Keywords: Service failure
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Journal Articles
International Journal of Productivity and Performance Management (2023) 72 (5): 1286–1303.
Published: 11 November 2021
... the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers. Findings...
