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'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-Xi Aw; Stephanie Hui-Wen Chuah; Mohamad Fazli Sabri; Han-Xi Chong
International Journal of Services, Economics and Management (IJSEM), 2022 Vol.13 No.3, pp.225 - 242
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