HO, TING HIN You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure This research compares customer service evaluation following a recovery effort by a service provider and a recovery effort by a third-party customer in the context of SST service failure. Customer-to-Customer Recovery;Service Recovery;Role Congruity;Service Innovation;Services Marketing;Marketing Management (incl. Strategy and Customer Relations) 2019-07-08
    https://bridges.monash.edu/articles/thesis/You_are_supposed_to_help_me_Transgressed_customers_evaluations_of_help_from_service_providers_and_third-party_customers_following_service_failure/8813645
10.26180/5d23d1bf929a2