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Keywords: Experiment
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Journal Articles
Journal of Service Theory and Practice (2016) 26 (6): 764–787.
Published: 14 November 2016
... the relationship with the firm, these customers are expected to engage in PWOM. Hence, it is hypothesised that: The study employed a scenario-based experimental design. This approach is suitable for measuring customer perceptions towards naturally occurring events such as service failure and recovery...
