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International Journal of Business and Management Study

Influence of Service Recovery on Consumer Behavior in the Cities of Puebla and Queretaro, Mexico



This paper presents the results of research conducted in the cities of Puebla and Queretaro, Mexico, related to influence of service recovery of a brand on consumer behavior. The goal is to identify, from a customer perspective, negative implications of poor customer recovery and its effect on consumer behavior. Also, identify the main factors associated with affected customer loyalty after delivery mistakes and the way companies face the consequences.

No fo Author(s) : 1
Page(s) : 157 - 162
Electronic ISSN : 2372-3955
Volume 3 : Issue 1
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