Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites
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DOI: 10.1016/j.jretconser.2017.01.012
Abstract: Abstract As consumers become better informed and more demanding about their purchase of services, service provider's failure to satisfy all consumers during delivery of service is unavoidable. Consequently, to alleviate consumer dissatisfaction that results from… read more here.
Keywords: recovery; satisfaction; service recovery; service ... See more keywords