“DOES THE CUSTOMER FORGIVE? (A QUALITATIVE RESEARCH ON SERVICE FAILURE AND COMPENSATION AT CHAIN SUPERMARKETS)”, Üçüncü Sektör Sosyal Ekonomi Dergisi, vol. 54, no. 1, pp. 549–564, Mar. 2019, doi: 10.15659/3.sektor-sosyal-ekonomi.19.03.1097.