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Keywords: Formative
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2014) 28 (4): 300–310.
Published: 08 July 2014
... recovery theory, this paper proposes a formative index of service recovery strategy and empirically validates this measure using partial least-squares path modelling with survey data from 437 complainants in the telecommunications industry in Egypt. Findings – The CURE scale (CUstomer REcovery scale...
