Browsing by Subject "Service failure severity"
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Investigating online complaint intention and service recovery expectations of clothing retail customers
(2014)The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and ... -
Online complaint intention and service recovery expectations of clothing retail customers
(MC Cant, 2014)It is important for clothing retailers to be aware of customer complaint behaviour, and to take such complaints seriously when they occur, since service failures within the highly competitive clothing retail industry are ...