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Keywords: Perceived firm remorse
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (3): 421–439.
Published: 04 June 2020
...Kai-Yu Wang; Wen-Hai Chih; Li-Chun Hsu; Wei-Ching Lin Purpose This research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context. It also examines how an apology should be delivered to generate PFR. Design...
