Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality

@article{Crisafulli2017ServiceFI,
  title={Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality},
  author={Benedetta Crisafulli and Jaywant Singh},
  journal={Computers in Human Behavior},
  year={2017},
  volume={77},
  pages={413-424}
}