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RECLAMATIONS ET L’EFFICACITE RELATIVE DE LA COMPENSATION SUR LES SUPPORTS DE SERVICES HORS LIGNE ET EN satisfaction with the service recovery which in turn leads to a positive trust after recovery. The second study which service recovery. Our key finding of the role of trust as a serial mediator in the service recovery context in the relationship marketing but the service recovery literature has not explored the phenomenon much shopping are expected to generate varying post-recovery attitudes for different compensations types and the likelihood of their return. Keywords Service recovery Compensation Trust Repurchase intention Directeur

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