A scenario-based experiment and a field study: A comparative examination for service failure and recovery

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A scenario-based experiment and a field study: A comparative examination for service failure and recovery

Scenario-based experiments are an important method in service marketing, especially in the field of service failures and service recoveries. Field studies on these topical areas are rare because of the expense and ethical issues in a real setting. However, this raises a question: Can the results obt...

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Bibliographic Details
Main Authors:	Kim, Jong-Hyeong, Jang, S.
Format:	Journal Article
Published:	Pergamon 2014
Online Access:	http://hdl.handle.net/20.500.11937/36935

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