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Research article

First published 2017-5

Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes

Arne K. Albrecht, Gianfranco Walsh, Sharon E. Beatty

Journal of Service Research

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Research article

First published 2019-2

The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

Arne K. Albrecht, Tobias Schaefers, Gianfranco Walsh [...]

Journal of Service Research

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Research article

First published 2014-8

Group Emotional Contagion and Complaint Intentions in Group Service Failure

Jiangang Du, Xiucheng Fan, Tianjun Feng

Journal of Service Research

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Research article

First published 2018-11

Deck the Halls With Boughs of Holly to Soften Evaluations of Service Failure

Joshua D. Newton, Jimmy Wong, Riza Casidy

Journal of Service Research

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Research article

First published 2026-2

Why Platforms Become Scapegoats: Extending Attribution Theory in Multi-Actor Service Contexts

Xiaorong Fu, Lifei Bai, Flora F. Gu

Journal of Service Research

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Research article

First published 2011-5

Emotional Intelligence as a Moderator of Coping Strategies and Service Outcomes in Circumstances of Service Failure

Mark Gabbott, Yelena Tsarenko, Wai Hoe Mok

Journal of Service Research

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Research article

First published 1986-3

Do We Know Enough to Plan for Transition? A National Survey of State Agencies Responsible for Services to Persons wtih Severe Handicaps

John McDonnell, Barbara Wilcox, Shawn M. Boles

Research and Practice for Persons with Severe Disabilities

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Research article

First published 1999-10

Business Associations: Their Potential Contribution to Government Policy and the Growth of Small and Medium-Sized Enterprises

R J Bennett

Environment and Planning C: Politics and Space

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Research article

First published 2025-8

Profiling as a Service Failure

Kristina K. Lindsey-Hall, Susana Jaramillo, Melanie P. Lorenz [...]

Journal of Service Research

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Other

First published 2005-7

Experience-based guidelines for the implementation of telemedicine services

J A Brebner, E M Brebner, H Ruddick-Bracken

Journal of Telemedicine and Telecare

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