Service recovery, justice perception, and forgiveness: the “other customers” perspectives
Shin, Hyunju, Casidy, Riza and Mattila, Anna S. 2018, Service recovery, justice perception, and forgiveness: the “other customers” perspectives, Services marketing quarterly, vol. 39, no. 1, pp. 1-21, doi: 10.1080/15332969.2017.1398021.
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Service recovery, justice perception, and forgiveness: the “other customers” perspectives
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