The effects of harm directions and service recovery...

Journal of Retailing and Consumer Services 2015 / 11 Vol. 27

The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions

Casidy, Riza, Shin, Hyunju
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Volume:
27
Language:
english
Journal:
Journal of Retailing and Consumer Services
DOI:
10.1016/j.jretconser.2015.07.012
Date:
November, 2015
File:
PDF, 569 KB
english, 2015
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