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Keywords: Service failure
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Journal Articles
International Journal of Retail & Distribution Management (2025) 53 (12): 1230–1243.
Published: 30 October 2025
... × 3 between-subjects design and a supplementary experiment. We analysed data using ANOVA and partial least squares. Findings Findings show that consumers' perceived risk is an important mediator in the relationship between service failures and recoveries and customer satisfaction. Personnel...
