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Keywords: Negative word‐of‐mouth intent
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Journal Articles
Overcompensating for severe service failure: perceived fairness and effect on negative word‐of‐mouth intent
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2012) 26 (5): 342–351.
Published: 27 July 2012
... failure Overcompensation Perceived fairness Negative word‐of‐mouth intent Service failures Compensation An executive summary for managers and executive readers can be found at the end of this article. Finally, this study explores the mediating effect of perceived fairness...
