Baliga, Ashwin J.; Chawla, Vaibhav; Sunder M., Vijaya; … - In: Journal of Business & Industrial Marketing 36 (2021) 8, pp. 1452-1473
Purpose: To address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR process, and those often lead to negative consequences. Although this is a generic problem applicable across markets, it...