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Service failures can have serious effects on the development of customer–firm relationships, and service recovery processes are implemented to provide a solution to the problem. Prior research has suggested that service recovery efforts lead to different responses from customers. This study offers new insights by investigating the moderating roles of customer loyalty and involvement in the service...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.