The antecedents of satisfaction and revisit intentions for full-service restaurants

By Marinkovic Veljko   Senic Vladimir   Ivkov Danijela   Dimitrovski Darko   Bjelic Marija  

Marketing Intelligence & Planning, Vol. 32, Iss. 3, 2014-04 ,pp. : 311-327

Emerald Group Publishing Ltd

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Service recovery: Impact on satisfaction and intentions

By Spreng Richard A   Harrell Gilbert D   Mackoy Robert D  

Journal of Services Marketing, Vol. 9, Iss. 1, 1995-01 ,pp. : 15-23

Emerald Group Publishing Ltd

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Implementing service recovery through customer relationship management: identifying the antecedents

By Jr Leroy Robinson   Neeley Sue E.   Williamson Kathleen  

Journal of Services Marketing, Vol. 25, Iss. 2, 2011-04 ,pp. : 90-100

Emerald Group Publishing Ltd

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Antecedents and outcomes of service recovery performance in a public health-care environment

By Ashill Nicholas J.   Carruthers Janet   Krisjanous Jayne  

Journal of Services Marketing, Vol. 19, Iss. 5, 2005-08 ,pp. : 293-308

Emerald Group Publishing Ltd

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Emotional antecedents and outcomes of service recovery: An exploratory study in the luxury hotel industry

By Kozub Kristen Riscinto   O'Neill Martin Anthony   Palmer Adrian A.  

Journal of Services Marketing, Vol. 28, Iss. 3, 2014-05 ,pp. : 233-243

Emerald Group Publishing Ltd

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