Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry

Reis, J., Amorim, M., Melão, N. (2019). Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry. International Journal of Production Economics, 215, 24-33. http://dx.doi.org/10.1016/j.ijpe.2018.07.001

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