ANANDA, G.; BERNARTO, I. The Influence of Service Failure, Service Recovery, and Customer Forgiveness on Customer Loyalty . Jurnal Ilmiah Manajemen Kesatuan, [S. l.], v. 14, n. 1, p. 663–676, 2026. DOI: 10.37641/jimkes.v14i1.4682. Disponível em: https://jurnal.ibik.ac.id/index.php/jimkes/article/view/4682. Acesso em: 4 jun. 2026.