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Keywords: Double deviation
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Journal Articles
Journal of Service Theory and Practice (2026) 36 (2): 197–222.
Published: 20 November 2025
...Priyanka Suresh; Vaibhav Chawla; Amalesh Sharma Purpose This paper aims to examine service recovery in the context of double-deviation complaints – that is, cases in which customers experience both a service failure and a poor resolution. In addition, it considers how companies can effectively...
Includes: Supplementary data
