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Keywords: Service delivery
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Journal Articles
An experimental investigation of the role of face in service failure and recovery encounters
Available to Purchase
Journal:
Journal of Consumer Marketing
Journal of Consumer Marketing (2010) 27 (7): 584–593.
Published: 02 November 2010
... positive emotion on service recovery is positively correlated to customer behavioral intention. Service failures Consumer behaviour National cultures Service delivery China Recently, one of the authors' friends, Mr Lee, has undergone a service failure encounter, in which he and his wife...
