Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study

The COVID-19 pandemic has impacted nearly every country in the world and affected numerous industries. Many businesses stopped or restricted their operations, resulting in service failures. This study aims to investigate the effect of customer participation and service failure on customer recovery s...

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Autor principal: Istijanto
Formato: article
Lenguaje:EN
Publicado: Elsevier 2021
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Acceso en línea:https://doaj.org/article/ac32d5bd22694f90ab4c182506e62351
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