What are the three main response options for customers who experience service failures?
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Q13: The _ refers to the sometimes-observed effect
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Q15: Compensation should be based on the positioning
Q16: Procedural justice concerns the compensation that a
Q17: Effective service recovery procedures should be _,
Q19: Service recovery efforts should be fairly rigid
Q20: All EXCEPT which of the following are
Q21: Give an example of a single attribute-specific
Q22: Research indicates that at least 5-10 percent
Q23: Who are airline customers most likely to
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