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A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Journal of Marketing Research · 1999 · Vol. 36(3) · pp. 356–356
Abstract
Amy K. Smith, Ruth N. Bolton, Janet Wagner, A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery, Journal of Marketing Research, Vol. 36, No. 3 (Aug., 1999), pp. 356-372
Customer Service Quality and LoyaltyTechnology Adoption and User BehaviourCognitive and psychological constructs researchService recoveryCustomer satisfactionService (business)BusinessMarketingProcess managementOperations managementService qualityComputer scienceEngineering
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