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Keywords: Critical incidents
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2014) 28 (5): 414–427.
Published: 05 August 2014
... and sharpen their competitive edge. However, personalized recommendations do not always deliver customer satisfaction. More often, they lead to dissatisfaction, annoyance or irritation. Design/methodology/approach – The critical incident technique is used to analyze customer satisfactory...
