Measuring moderating effects of service recovery and CRM on consumer trust, repatronization and advocacy with distribution variation of the same across recovery zone-of-tolerance

Abstract Service firms are prone to encounter service failures due to certain inherent criticalities of services related to its transaction and quality perception. As a strategic response, service recovery becomes almost imperative in such cases. To increase the probability of registering zero-defective services, service firms have adopted customer relationship management (CRM) which has been presumed Read More …