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This paper presents and tests a model of recovery management practices in business-to-business (B2B) sales organizations. The linkages between organic and mechanistic approaches are integrated to prov...
Antecedents and Consequences of Consumer Trust in the Context of Service Recovery
service recovery complaint management fairness trust loyalty
2009/9/25
The purpose of this paper is to investigate the antecedents and consequences of consumer trust after complaint handling episodes about services. A cross-sectional study was carried out with complainer...