Matching service recovery solutions to customer recovery preferences

Author： Nguyen Doan T.   McColl-Kennedy Janet R.   Dagger Tracey S.  

Publisher： Emerald Group Publishing Ltd

ISSN： 0309-0566

Source： European Journal of Marketing, Vol.46, Iss.9, 2012-09, pp. : 1171-1194

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

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

Access to resources Recommend Favorite

The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth

By Choi Beomjoon   Choi Beom-Jin  

European Journal of Marketing, Vol. 48, Iss. 1-2, 2014-02 ,pp. : 108-131

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Post-service recovery customer satisfaction in Indian retail banking: a qualitative approach

By Mandal Pratap Chandra   Bhattacharya Sujoy  

International Journal of Qualitative Research in Services, Vol. 1, Iss. 2, 2013-09 ,pp. : 97-112

Inderscience Publishers

Access to resources Recommend Favorite

Customer reactions to service failure and recovery in the banking industry: the influence of switching costs

By Matos Celso Augusto de   Henrique Jorge Luiz   Rosa Fernando de  

Journal of Services Marketing, Vol. 27, Iss. 7, 2013-10 ,pp. : 526-538

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Antecedents to satisfaction with service recovery

By Andreassen Tor Wallin  

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

Emerald Group Publishing Ltd

Access to resources Recommend Favorite