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    • Trust recovery tactics after double deviation : better sooner than later? 

      Pacheco, Natália Araújo; Santos, Cristiane Pizzutti dos; Basso, Kenny; Van Vaerenberg, Yves (2018) [Journal article]
      Purpose – The purpose of this paper is to examine when (i.e. after a shorter or longer length of time) organizations should offer an apology or a promise of non-recurrence of a failure to recover trust following a failed ...