The Impact of Managerial Response on Customer Recovery Evaluation in Online Service Setting

Xuemei Bian, Ke Ma, Z. Zhang

Marketing Operations and Systems Department

Research output: Contribution to conference › Paper › peer-review

Original language	English
Publication status	Published - 15 Feb 2020

Keywords

service failure
failure recovery
consumer

Other files and links

https://www.ama.org/events/conference/2020-ama-winter-academic-conference/

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