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Keywords: Promptness of response
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (4): 483–498.
Published: 31 March 2020
... for the influence of attitude toward complaining and the relative promptness of response as impactful to a complainant’s hedonic, pragmatic and social experience in virtual service encounters that involve one customer rudely interjecting into a complainant’s online service recovery encounter. Originality/value...
