Antecedents to satisfaction with service recovery

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European Journal of Marketing, Vol. 34, Iss. 1-2, 2000-01 ,pp. : 156-175

Emerald Group Publishing Ltd

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Matching service recovery solutions to customer recovery preferences

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The impact of service failure severity on service recovery evaluations andpost-recovery relationships

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Service recovery: Impact on satisfaction and intentions

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Consumer Reactions to Unethical Service Recovery

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