Do Recovery Efforts Have the Same Impact on Private and Public Complainants After Experiencing a Service Failure?
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DOI: 10.1080/10999922.2024.2365242
Abstract: Abstract This study investigated service failures in a public organization, focusing on whether types of complaints (i.e., complaining publicly or privately), the exposure generated by complaints, and reperformance (i.e., expeditiously satisfying citizens’ needs after the… read more here.
Keywords: reperformance; executed reperformance; service; given vignettes ... See more keywords