Matching service failures and recovery options toward satisfaction

Victor John M. Cantor and Richard C. Li

Year of publication:	2019
Authors:	Cantor, Victor John M. ; Li, Richard C.
Subject:	Complaining behavior \| recovery justices \| relationship quality \| service failure \| service recovery \| 关系质量 \| 恢复正义 \| 抱怨行为 \| 服务失败 \| 服务补救 \| Dienstleistungsqualität \| Service quality \| Beschwerdemanagement \| Complaint management \| Kundenzufriedenheit \| Customer satisfaction \| Beziehungsmarketing \| Relationship marketing \| Gerechtigkeit \| Justice

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