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Retrospective: service failure and loyalty: an exploratory empirical study of airline customers

Acceptance Date Apr 20, 2016
Publication Date Aug 8, 2016
Journal Journal of Services Marketing
Print ISSN 0887-6045
Publisher Emerald
DOI https://doi.org/10.1108/JSM-04-2016-0137
Keywords relationship marketing; service failure; customer experience; relationship lifecycle
Publisher URL http://www.emeraldinsight.com/doi/abs/10.1108/JSM-04-2016-0137


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