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When and why signaling frontline employee inexperience can prove to be an asset: Effects on consumer forgiveness for service failure
(Psychology and Marketing. vol. 40, n° 12, pp. 2728-2742, 2023-09-09)Article de revue -
A time(ly) perspective of the service recovery paradox: How organizational learning moderates follow-up recovery effects
(Journal of Business Research. vol. 166, pp. 114088, 2023-11-01)Article de revue