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Keywords: Self-recovery
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Journal Articles
International Journal of Retail & Distribution Management (2023) 51 (9-10): 1195–1212.
Published: 06 October 2023
...Yen-Ting Helena Chiu; Dung Minh Nguyen; Katharina Maria Hofer Purpose The growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the failed services. This study sets out to explore...
