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Technology-driven mandatory customer participation: a new recovery strategy to promote customers' online post-recovery satisfaction.
Yu Zhang
Xin (Robert) Luo
Bingjia Shao
Jose Benitez
Published in:
Eur. J. Inf. Syst. (2024)
Keyphrases
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customer satisfaction
customer loyalty
customer service
data mining
marketing strategies
online learning communities
online learning
user satisfaction
service quality
call center
customer behavior
customer base
case study
customer relationship management
active participation
limited capacity
point of sale