Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty

ISSN： 1463-7154

Source： Business Process Management Journal, Vol.18, Iss.1, 2012-02, pp. : 82-103

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Effects of satisfaction on service loyalty dimensions

By Tsoukatos Evangelos

World Review of Entrepreneurship, Management and Sustainable Development, Vol. 9, Iss. 2, 2013-02 ,pp. : 276-290

Inderscience Publishers

Access to resources Recommend Favorite

Customer satisfaction and loyalty: the critical elements of service quality

By Disney John

Total Quality Management, Vol. 10, Iss. 4-5, 1999-07 ,pp. : 491-497

Routledge Ltd

Access to resources Recommend Favorite

An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust

By Dahiyat Samer E. Akroush Mamoun N. Abu-Lail Bayan N.

International Journal of Services and Operations Management, Vol. 9, Iss. 4, 2011-07 ,pp. : 453-490

Inderscience Publishers

Access to resources Recommend Favorite

The impact of other-customer failure on service satisfaction

By Huang Wen-Hsien

International Journal of Service Industry Management, Vol. 19, Iss. 4, 2008-08 ,pp. : 521-536

Emerald Group Publishing Ltd

Access to resources Recommend Favorite