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Published in 2022 at "Journal of Consumer Marketing"
DOI: 10.1108/jcm-01-2021-4366
Abstract: Purpose E-commerce has experienced huge growth in emerging countries, but analysis of service failure/recovery for online retailers has been limited in this context. Hence, this study aims to investigate customers’ reactions to service failures in…
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Keywords:
consumers emerging;
emerging countries;
service;
service failure ... See more keywords