Factors affecting memorability of service failures: A longitudinal analysis

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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...

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Bibliographic Details
Main Authors:	Kim, Jong, Jang, S.
Format:	Journal Article
Published:	Emerald Group Publishing Limited 2016
Online Access:	http://hdl.handle.net/20.500.11937/36945

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