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Keywords: On‐the‐spot compensation
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2012) 26 (3): 158–167.
Published: 18 May 2012
...‐repurchase intention. The more severe consumers perceive the failure is, the more they depend on satisfaction to decide repurchase intentions. The two types of compensation are also moderated by failure severity on their effects on satisfaction and repurchase intentions. On‐the‐spot compensation leads...
