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Keywords: Generational differences
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2017) 28 (3): 520–540.
Published: 19 June 2017
...Raquel Reis Soares; Ting Ting (Christina) Zhang; João F. Proença; Jay Kandampully Purpose The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate...
