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