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Browsing Economic and Management Sciences by Subject "Satisfaction after service recovery"

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Relationship intention and satisfaction following service recovery : the mediating role of perceptions of service recovery in the cell phone industry

Mostert, P.G. (Pierre); Kruger, Liezl-Marie; De Beer, Leon Tielman (University of Pretoria, Department of Economics, 2015)

In an industry characterised by fierce competition, cell phone network providers find it increasingly difficult to retain their customers after service failure. It is therefore essential for cell phone network providers ...

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