| Service in a Time of Rapid Change: Under Stress – Break or Change |
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| Service in a Time of Rapid Change: The Unthinkable Happens…What Next? |
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| ServiceFriday: “That’s On Me.” – Consumer Reaction to Service Failures in Self-Service and Full-Service Settings |
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| ServiceFriday: Determining Compensation Size for Recovery Satisfaction |
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| ServiceFriday: California Conundrum – Wildfire’s Impact on Service Delivery |
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| ServiceFriday: Temper Tantrum Technique – How the Intensity of Customer Anger Impacts Compensation |
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| ServiceFriday: Justice for All – The Impact of Perceived Justice After a Service Recovery |
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| ServiceFriday: Who is Blamed in a Service Failure? |
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| ServiceFriday: Culture Affects Perception of Service |
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| ServiceFriday: Time is Money – When Service Firms Should Employ Trust Recovery Tactics |
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