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Keywords: Service failures
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Journal Articles
Journal:
Marketing Intelligence & Planning
Marketing Intelligence & Planning (2008) 26 (3): 253–274.
Published: 09 May 2008
...Kristie K. Seawright; Kristen Bell DeTienne; M. Preston Bernhisel; Charlotte L. Hoopes Larson Purpose The purpose of this paper is to present results from an empirical study of various service recovery designs. When service failures occur, service recovery is the primary way a firm can retain its...
