@article{d727ff81432a435ca5e905be03396c9e,
title = "Managing online service recovery: procedures, justice and customer satisfaction",
keywords = "Business and management studies",
author = "Jaywant Singh and Benedetta Crisafulli",
note = "Note: This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here http://eprints.kingston.ac.uk . Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.",
year = "2016",
month = nov,
day = "14",
doi = "10.1108/JSTP-01-2015-0013",
language = "English",
volume = "26",
pages = "764--787",
journal = "Journal of Service Theory and Practice",
issn = "2055-6225",
publisher = "Emerald Group Publishing Ltd.",
number = "6",
}