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Keywords: Online service failure and recovery
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Journal Articles
Journal of Service Theory and Practice (2016) 26 (6): 764–787.
Published: 14 November 2016
... (Bartl et al., 2013). Empirical research on consumer perceptions of online service failure and recovery, however, is surprisingly scarce despite the fact that service failures, both offline and online, are inevitable events for service firms. Crucially, online service failures can have...
