Factors affecting memorability of service failures: A longitudinal analysis
Purpose – This study aims to identify the influences that lead to better memorability of a service by focusing on type of service failure, recovery condition and frequency of occurring. Design/methodology/approach – This study used a quasi-experimental design in which customers answered questions ab...
| Main Authors: | , |
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| Format: | Journal Article |
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Emerald Group Publishing Limited
2016
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| Online Access: | http://hdl.handle.net/20.500.11937/36945 |