When demographic differences exist: an analysis of service failure and recovery among diverse participants

By Chung-Herrera Beth G.   Gonzalez Gabriel R.   Hoffman K. Douglas  

Journal of Services Marketing, Vol. 24, Iss. 2, 2010-01 ,pp. : 128-141

Emerald Group Publishing Ltd

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When something goes wrong and no one is around: non-internet self-service technology failure and recovery

By Forbes Lukas P.  

Journal of Services Marketing, Vol. 22, Iss. 4, 2008-07 ,pp. : 316-327

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The power of explanations in mitigating the ill-effects of service failures

By Mattila Anna S.  

Journal of Services Marketing, Vol. 20, Iss. 7, 2006-12 ,pp. : 422-428

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Antecedents to satisfaction with service recovery

By Andreassen Tor Wallin  

European Journal of Marketing, Vol. 34, Iss. 1-2, 2000-01 ,pp. : 156-175

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Alleviating the negative impact of delayed recovery: process- versus outcome-focused explanations

By Chang Chia-Chi   Chen Chia-Yi  

Journal of Services Marketing, Vol. 27, Iss. 7, 2013-10 ,pp. : 564-571

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