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The Effect of Compensation on Repurchase Intentions in Service Recovery

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To explore when the presence of compensation enhances repurchase intentions after a service failure, the authors use an experimental procedure and evaluate the impact of compensation in different stability and locus of responsibility conditions. Findings from three studies using scenarios from...

Persistent link: https://www.econbiz.de/10012994823

Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings

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Building store loyalty through service strategies

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