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Winner of the Best Paper Award at the 10th International Research Seminar in Service Management, La Londe (France) Why Service Recovery Fails Stefan Michel, David Bowen and Robert Johnston
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Document Date: 2008-09-07 09:54:54
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File Size: 29,26 KB
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France /
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David Bowen /
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Paradoxes
Service recovery paradox
Customer retention
Customer
Business
Consumer behaviour
Marketing