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Keywords: Online complaint handling
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Journal Articles
Journal:
Internet Research
Internet Research (2024) 34 (6): 1963–1991.
Published: 01 February 2024
... of timeliness and personalization decrease. Practical implications To retain focal customers' engagement after a service failure, firms must obtain their forgiveness. One of the firm's online complaint handling strategies to increase the forgiveness level of focal customers is to provide a high level...
