Barriers to Service Recovery in B2B Markets: A TISM Approach

Baliga, A. J., Chawla, V., & Kumar, R. (2021). Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services. Journal of Business & Industrial Marketing. Abstract: PURPOSE To address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective … Read more

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