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The negative effects of failed service recoveries [PDF]

open access: yes
Research has shown that more than half of attempted recovery efforts fail, producing a "double deviation" effect. Surprisingly, these double deviation effects have received little attention in marketing literature.
Ana B. Casado   +2 more
core  

Bridging Bystander Intervention and Workplace Inclusion: The Critical Role of Perceived Fairness, Support, and Safety

open access: yesJournal of Organizational Behavior, EarlyView.
ABSTRACT Bystander intervention is widely assumed to foster workplace inclusion, yet no studies have directly examined this relationship. Through abductive qualitative analysis of 53 interviews across two contrasting organisations—a consulting firm and a remote mine site—we investigate how bystander intervention relates to workplace inclusion for ...
Laura Jennings   +4 more
wiley   +1 more source

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