Service failure recovery on customer recovery satisfaction for airline industry: The moderator of brand authenticity and perceived authenticity
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DOI: 10.1002/mde.3292
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- Mohammad Muzahid Akbar & Walter Wymer, 2017. "Refining the conceptualization of Brand Authenticity," Journal of Brand Management, Palgrave Macmillan, vol. 24(1), pages 14-32, January.
- Chow, Clement Kong Wing, 2014. "Customer satisfaction and service quality in the Chinese airline industry," Journal of Air Transport Management, Elsevier, vol. 35(C), pages 102-107.
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- Nguyen Ngoc Hien & Nguyen Thanh Long & Vo Tan Liem & Danh Xuan Luu, 2024. "Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory," SAGE Open, , vol. 14(2), pages 21582440241, May.
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