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An Experimental Study of How Missing Employee Empathy in Failed Service Interactions Affects Empathetic Customers' EWoM-Giving Behaviour [journal article]
Source: Administrative Sciences, 13 (2023) 5. p.1-19
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Author(s): Abend, Neele I.; De-Juan-Vigaray, María D.; Nuszbaum, Mandy
Source: Administrative Sciences, 13 (2023) 5. p.1-19