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The influence of failure severity and employee effort on service recovery in a service guarantee context
journal contribution
posted on 2010-11-01, 00:00 authored by Lisa McQuilkenThe influence of failure severity and employee effort on service recovery in a service guarantee context
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Journal
Australasian marketing journalVolume
18Issue
4Pagination
214 - 221Publisher
Elsevier LtdLocation
Oxford, EnglandPublisher DOI
ISSN
1441-3582eISSN
1839-3349Language
engPublication classification
C1 Refereed article in a scholarly journalCopyright notice
2010, Australian and New Zealand Marketing Academy.Usage metrics
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