Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
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Bibliographic InfoArticle provided by Elsevier in its journal Journal of Business Research.
Volume (Year): 54 (2001)
Issue (Month): 1 (October)
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- Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
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