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Ozuem, W., Ranfagni, S., Willis, M., Rovai, S., & Howell, K. (2021). Exploring Customers’ Responses to Online Service Failure and Recovery Strategies during Covid-19 Pandemic: An Actor-Network Theory Perspective. Psychology & Marketing, 38, 1440- 1459.
https://doi.org/10.1002/mar.21527
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