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Keywords: Defect severity
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Journal Articles
International Journal of Quality & Reliability Management (2023) 40 (9): 2205–2221.
Published: 14 February 2023
... linear regressions (OLS) were used to test the proposed hypotheses. Findings Defect severity moderates the effects of recovery efforts on quality perceptions. The well-known recovery effect occurs only for product defects of minor severity. Experiencing a severe product defect damages the customers...
