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Keywords: Signalling game
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Journal Articles
Modeling dynamic service recovery strategies: a signaling game approach
Available to Purchase
Journal:
Kybernetes
Kybernetes (2018) 47 (5): 888–919.
Published: 02 February 2018
... could adopt based on diverse customer personality traits. Design/methodology/approach This paper constructs a service recovery mechanism based on a signaling game theory by considering customers and service providers as two players in the game and analyzing possible outcomes under both separating...
