The influence of failure severity and employee effort on service recovery in a service guarantee context
McQuilken, Lisa 2010, The influence of failure severity and employee effort on service recovery in a service guarantee context, Australasian marketing journal, vol. 18, no. 4, pp. 214-221, doi: 10.1016/j.ausmj.2010.07.003.
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The influence of failure severity and employee effort on service recovery in a service guarantee context
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