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Keywords: Service failure attribution
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Journal Articles
Journal of Service Theory and Practice (2018) 28 (3): 298–314.
Published: 01 February 2018
...Chia-Yi Chen Purpose Previous studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this theoretical inconsistency by incorporating the concept of self-efficacy into its theoretical framework...
