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When going above and beyond meets diversity : are service recoveries evaluated based on inference or recognition?
Ma, Emily
;
Baker, Melissa A.
;
Kim, Youngsun Sean
;
Kim, …
- In:
The Cornell hospitality quarterly
65
(
2024
)
2
,
pp. 184-199
Persistent link: https://www.econbiz.de/10014634701
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