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Keywords: Service recovery
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Journal Articles
International Journal of Retail & Distribution Management (2025) 53 (12): 1230–1243.
Published: 30 October 2025
... Service failure Service recovery Consumer risk Omnichannel In line with recent developments in retailing, consumers' behaviour is becoming more and more omnichannel (Aw et al., 2021). Studies show that consumers predominantly switch from the online to the offline channel during...
