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Keywords: Online retailing
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Journal Articles
Managing Service Quality: An International Journal (2011) 21 (5): 511–534.
Published: 06 September 2011
...Hsin‐Hui Lin; Yi‐Shun Wang; Li‐Kuan Chang Purpose The purpose of this paper is to investigate consumer responses to online retailer service recovery remedies following a service failure and explores whether the phenomenon of the service recovery paradox exists within the context of online...
