A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects

Renaud Lunardo, Julien Cusin, Michaël Flacandji

Year of publication:	2023
Authors:	Lunardo, Renaud ; Cusin, Julien ; Flacandji, Michaël
Published in:	Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 166.2023, p. 1-14
Subject:	Follow-up recovery \| Organizational learning \| Perceived customer centricity \| Satisfaction \| Service failure \| Service recovery paradox \| Lernende Organisation \| Learning organization \| Dienstleistungsqualität \| Service quality \| Beschwerdemanagement \| Complaint management \| Kundenzufriedenheit \| Customer satisfaction \| Beziehungsmarketing \| Relationship marketing \| Kundenservice \| Customer service

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A service of the