Attributions and outcomes of the service recovery process Scott R Swanson; Scott W Kelley Journal of Marketing Theory and Practice; Fall 2001; 9, 4; ABI/INFORM Global pg. 50
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behavioral intentions are more favorable in stable service recoveries, 2) an employee based service recovery ... It is widely recognized that no service system is perfect. ...... Flight routes to some destinations are virtual monopolies, ... direct m
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