Do service firm employee and customer relations matter for customer forgiveness in service recovery?
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DOI: 10.1108/apjml-09-2018-0355
Abstract: Purpose Customer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this… read more here.
Keywords: customer; customer forgiveness; service recovery; service firm ... See more keywords