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Research article

First published 2010-11

The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context

Lisa McQuilken

Australasian Marketing Journal

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Research article

First published 1996-12

Michael R. Evans, J. Dana Clark, Bonnie J. Knutson

Cornell Hospitality Quarterly

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Research article

First published 2015-10

Giovanni Favero, Luiz Fernando Carvalho, Thaisa Silveira Barbosa [...]

Journal of Gynecologic Surgery