Service Failure and Recovery in a Public Setting: A Comparative Study of Target and Observing Customers

Other literature type English OPEN
  • Related identifiers: doi: 10.4225/03/5a2dc36e66b2e
  • Subject: Marketing not elsewhere classified | Service failure | service recovery | observing customers | compensation | apology

Previous research has examined the effect of service failure and recovery on target and the observing customers separately, with an emphasis on evaluations by target customers. It has been assumed that the reactions of those customers observing the recovery efforts woul... View more
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