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Addressing the Janus face of customer service: a typology of new age service failures

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https://hal.archives-ouvertes.fr/hal-03046299
Contributor : Valorisation Service <>
Submitted on : Tuesday, December 8, 2020 - 1:18:03 PM
Last modification on : Monday, March 29, 2021 - 11:30:05 AM

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Charles Taylor, Philip Kitchen, Matthew Sarkees, Christian Lolk. Addressing the Janus face of customer service: a typology of new age service failures. European Journal of Marketing, Emerald, 2020, 54 (10), pp.2295-2316. ⟨10.1108/EJM-12-2019-0916⟩. ⟨hal-03046299⟩

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