Matching service failures and recovery options toward satisfaction
Service failures are inevitable in any service delivery process that establishes the need for a good service recovery. This study aims to investigate the relationships among service recovery variables to develop appropriate recovery options considering different levels of failure severity and satisf...
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| Main Authors: | , |
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| Format: | text |
| Published: |
Animo Repository
2019
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| Subjects: | |
| Online Access: | https://animorepository.dlsu.edu.ph/faculty_research/2860 |
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| Institution: | De La Salle University |