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Keywords: Customer forgiveness
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Journal Articles
Journal:
Internet Research
Internet Research (2024) 34 (6): 1963–1991.
Published: 01 February 2024
...Andreawan Honora; Kai-Yu Wang; Wen-Hai Chih Purpose This research investigates the role of customer forgiveness as the result of online service recovery transparency in predicting customer engagement. It also examines the moderating roles of timeliness and personalization in this proposed model...
