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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
... baggage loss. © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Lost luggage Liminality Loss Collaborative autoethnography Service recovery Airline We use an autoethnographic approach, “a research method that uses personal experience...
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...
