What is it about?
This research study explains how customers perceive service failure and subsequent recovery process in evaluating the service provider.
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Why is it important?
This research presents new insights into the customer evaluation of service failure and recovery
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This page is a summary of: Does successful recovery mitigate failure severity?, International Journal of Emerging Markets, January 2013, Emerald,
DOI: 10.1108/17468801311297282.
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