Customer perceptions of guarantee policies and employee behaviour in service recovery : an investigation of justice, signaling and attributions
Firms frequently experience service failures, wherein performance is below customer expectations. Seeking to address service failures, firms deliver service recovery. Extant research suggests that service recovery leads to customer satisfaction and repatronage when perceived to be fair (or just). Pr...
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Kingston University
2015
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| Online Access: | https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.679722 |