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October 1, 2002Journal of Marketing

A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

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Authors

JMJames G. MaxhamRNRichard G. Netemeyer

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Maxham et al. (2002) studied this question.

synapsesocial.com/papers/69daa52da6045d71bfa3d671https://doi.org/10.1509/jmkg.66.4.57.18512
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