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Journal Articles

Perceptions, corrections and defections: implications for service recovery in the restaurant industry

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Rhonda Mack, Rene Mueller, John Crotts, Amanda Broderick
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2000) 10 (6): 339–346.
https://doi.org/10.1108/09604520010352256
Published: 01 December 2000
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