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Justice based recovery expectations of airline passengers after service failure - A conceptual study - A case study of Goa-India

Justice based recovery expectations of airline passengers after service failure - A conceptual study - A case study of Goa-India

deSouza, M.F.; Hegde-Desai, P.
Source : International Journal of Professional Business Review. 8(9); 2023; ArticleID_e02725.
URI: https://doi.org/10.26668/businessreview/2023.v8i9.2725
http://irgu.unigoa.ac.in/drs/handle/unigoa/7142
Date: 2023
Document Type: Journal article

Abstract:

This study researched the perceived severity and controllability of various service failure scenarios and the divergent expectations of justice from the viewpoints of the customers.

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