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Rise and fall of complainants' desires: The role of pre-failure brand commitment and online service recovery satisfaction.
Wolfgang J. Weitzl
Clemens Hutzinger
Published in:
Comput. Hum. Behav. (2019)
Keyphrases
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failure recovery
rise and fall
service quality
customer satisfaction
online consumer
online learning
service providers
failure detection
fault tolerance
online services
real time
failure prediction
management system
load balancing
information services
mental states
root cause
end users
information systems