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Powerlessness following service failure and its implications for service recovery

journal contribution

posted on 2016-03-01, 00:00 authored by J Wong, Joshua NewtonJoshua Newton, F J Newton

Powerlessness following service failure and its implications for service recovery

History

Journal

Marketing Letters

Volume

27

Issue

1

Pagination

63 - 75

Publisher

SPRINGER

Publisher DOI

https://doi.org/10.1007/s11002-014-9303-4

ISSN

0923-0645

eISSN

1573-059X

Language

English

Author URL

http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000369434600006&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=a045e4b2bb1f2b747c68c720ec8913b7

Publication classification

C1 Refereed article in a scholarly journal

Copyright notice

2014, Springer

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Keywords

Social Sciences Business Business & Economics Situational power Dispositional power motivation Service failure Service recovery CUSTOMER EVALUATIONS MECHANICAL TURK POWER ACHIEVEMENT CONSUMPTION RESPONSES RISK

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All Rights Reserved

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