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Keywords: Service recovery satisfaction
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Journal Articles
Managing Service Quality: An International Journal (2014) 24 (4): 318–338.
Published: 08 July 2014
...Kai-Yu Wang; Li-Chun Hsu; Wen-Hai Chih Purpose – The purpose of this paper is to propose and empirically test a customer retention contingency model in service failure settings. Specifically, this research investigates how service recovery satisfaction (SRS) influences the relationship quality...
