TY - GEN 
AU - Isabella G.
AU - Hernani-Merino M.
AU - Mazzon J.A.
AU - Tarazona E.
AU - Kuster D.
PY - 2022
SN - 347590
UR - http://hdl.handle.net/10818/59950
AB - Service recovery has been extensively studied and is a relevant issue for markets in which consumers repurchase products or services. There are two normative aspects of service recovery: how a company should act after a service failure and the...
PB - RAE Revista de Administracao de Empresas
KW - Attribution theory
KW - Item response theory
KW - Pls-Sem
KW - Recovery satisfaction
KW - Service failure
TI - The effect of causal attribution on a service failure model
DO - 10.1590/S0034-759020220601x
ER -