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Purpose – This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment. Design/methodology/approach – A conceptual framework encompassing th\e concepts of service recovery, communication, customer satisfaction and(More)
The question addressed in this paper is: Is non-sequential internationalization process solely technology enabled or a product of mutually interdependent forces? It is shown in this paper that even though the sequential approach in the process model is intuitively appealing, not all firms follow such a path. This void is filled by explaining how the(More)
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