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Keywords: Service failure severity
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Journal Articles
Perceived justice and CSR after service recovery
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2019) 33 (2): 206–219.
Published: 08 April 2019
... intention after service recovery. The authors also investigate the moderating role of service failure severity in the relationship between perceived justice and perceived CSR. Design/methodology/approach The data were collected using individually completed questionnaires. The proposed model was tested...
