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~person:"Flacandji, Michaël"
~subject:"Consumer behaviour"
~subject:"Theory"
~subject:"service failure"
~subject:"service recovery"
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Flacandji, Michaël
Mattila, Anna S.
18
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9
Roschk, Holger
9
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Journal of personal selling & sales management
1
Psychology & marketing
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ECONIS (ZBW)
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When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
How can organizational tolerance toward frontline employees' errors help service recovery?
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of personal selling & sales management
42
(
2022
)
2
,
pp. 91-106
Persistent link: https://www.econbiz.de/10013361660
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