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Omni-channel service failures and recoveries: refined typologies using Facebook complaints

Rosenmayer, Anneliese, McQuilken, Lisa, Robertson, Nichola and Ogden, Steve 2018, Omni-channel service failures and recoveries: refined typologies using Facebook complaints, Journal of services marketing, vol. 32, no. 3, pp. 269-285, doi: 10.1108/JSM-04-2017-0117.

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Title Omni-channel service failures and recoveries: refined typologies using Facebook complaints
Author(s) Rosenmayer, Anneliese
McQuilken, LisaORCID iD for McQuilken, Lisa orcid.org/0000-0002-2314-7502
Robertson, NicholaORCID iD for Robertson, Nichola orcid.org/0000-0002-9564-0945
Ogden, SteveORCID iD for Ogden, Steve orcid.org/0000-0002-9035-0586
Journal name Journal of services marketing
Volume number 32
Issue number 3
Start page 269
End page 285
Total pages 17
Publisher Emerald Publishing Limited
Place of publication Bingley, Eng.
Publication date 2018
ISSN 0887-6045
Keyword(s) Facebook
service recovery
customer complaints
service failures
department store
omni-channel
Language eng
DOI 10.1108/JSM-04-2017-0117
Field of Research 1505 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2018, Emerald Publishing Limited
Persistent URL http://hdl.handle.net/10536/DRO/DU:30106996

Document type: Journal Article
Collections: Faculty of Business and Law
Department of Management
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Created: Thu, 22 Mar 2018, 15:27:12 EST

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