The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
| Autor: | Wei, Chuang, Liu, Maggie Wenjing, Keh, Hean Tat |
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| Zdroj: | In Journal of Business Research September 2020 118:321-334 |
| Databáze: | ScienceDirect |
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