The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

By Varela-Neira Concepcion   Vazquez-Casielles Rodolfo   Iglesias-Arguelles Victor  

The Service Industries Journal, Vol. 28, Iss. 4, 2008-05 ,pp. : 497-512

Routledge Ltd

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Linking service climate to customer loyalty

By Wang Mei-Ling  

The Service Industries Journal, Vol. 35, Iss. 7-8, 2015-06 ,pp. : 403-414

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Moderating role of a priori customer–firm relationship in service recovery situations

By Kim Wansoo  

The Service Industries Journal, Vol. 32, Iss. 1, 2012-01 ,pp. : 59-82

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The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective

By Chuang Shih-Chieh  

The Service Industries Journal, Vol. 32, Iss. 2, 2012-02 ,pp. : 257-271

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The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks

By Amin Muslim  

The Service Industries Journal, Vol. 31, Iss. 9, 2011-07 ,pp. : 1519-1532

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