Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction
European journal of marketing, 2023-06, Vol.57 (7), p.1826-1853 [Peer Reviewed Journal]Emerald Publishing Limited ;Emerald Publishing Limited. ;ISSN: 0309-0566 ;EISSN: 1758-7123 ;DOI: 10.1108/EJM-03-2022-0235
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