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tavapärasest teenindusprotsessist kõrvalekalde likvideerimine ja heastamine kliendile, conversion of a dissatisfaction resulting from the failure of a service, to a satisfaction by the organization and its employees
service recovery . Teenuste valdkonna terminibaas. Estonian Language Institute, Sõnaveeb 2026. https://sonaveeb.ee/search/unif//tee/service%20recovery/1/eng (04.08.2026)
