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Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty.
Mabel Komunda
Aihie Osarenkhoe
Published in:
Bus. Process. Manag. J. (2012)
Keyphrases
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customer satisfaction
service quality
customer service
service providers
user satisfaction
online shopping
product design
electronic commerce
web services
quality of service
service oriented
marketing strategies
customer support
competitive advantage
customer retention
failure recovery
user interface