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Keywords: Service recovery
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Journal Articles
Qualitative Market Research: An International Journal (2026) 29 (2): 212–235.
Published: 05 February 2026
... autoethnography Service recovery Airline A total of 36 million bags were mishandled at airports globally in 2023 (SITA, 2014) increasing from 26 million in 2022 (Parker, 2023) representing approximately nearly eight bags in every 1,000 in 2022 (Meierhans, 2023) and seven bags in every 1,000 in 2023...
Journal Articles
Qualitative Market Research: An International Journal (2018) 21 (3): 316–336.
Published: 11 June 2018
...Samiha Mjahed Hammami; Nizar Souiden; Abdelfattah Triki Purpose This paper aims to explore and conceptualize service recovery as an organizational capability. It proposes a new construct labeled knowledge-enabled recovery effectiveness (KERE). Design/methodology/approach Measures capturing...
