Expressing gratitude versus empathetic apology: which one is better to use as an initial recovery strategy after a service failure?

Post time 2021-12-31 07:17:26

journal：Journal of Contemporary Marketing Science

Authors：Arash Ahmadi; Sohrab Fakhimi

Published date：2021-12-9

DOI：10.1108/jcmars-01-2021-0001

Article link：http://dx.doi.org/10.1108/jcmars-01-2021-0001

Article Source：Emerald。

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Post time 2021-12-31 07:17:27

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[Emerald] Expressing gratitude versus empathetic apology: which one is better to use as an initial recovery strategy after a service failure?

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