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Keywords: Recovery attributes
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Journal Articles
Journal of Service Theory and Practice (2026) 36 (2): 197–222.
Published: 20 November 2025
... address such complaints on social media. Design/methodology/approach Study 1 identifies key attributes of service recovery efforts on companies’ social media pages and underlying recovery themes. Study 2 theorizes how these recovery attributes influence negative emotions – such as sadness, anger...
Includes: Supplementary data
