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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The impact of service failure severity on service recovery evaluations andpost-recovery relationships

By Weun Seungoog   Beatty Sharon E   Jones Michael A  

Journal of Services Marketing, Vol. 18, Iss. 2, 2004-02 ,pp. : 133-146

Emerald Group Publishing Ltd

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An extended service recovery model: the moderating impact of temporal sequence of events

By Prasongsukarn Kriengsin   Patterson Paul G.  

Journal of Services Marketing, Vol. 26, Iss. 7, 2012-10 ,pp. : 510-520

Emerald Group Publishing Ltd

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The impact of service encounter quality in service evaluation: evidence from a business-to-business context

By Jayawardhena Chanaka  

The Journal of Business and Industrial Marketing, Vol. 25, Iss. 5, 2010-01 ,pp. : 338-348

Emerald Group Publishing Ltd

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Do women like options more than men? An examination in the context of service recovery

By Mattila Anna S.  

Journal of Services Marketing, Vol. 24, Iss. 7, 2010-10 ,pp. : 499-508

Emerald Group Publishing Ltd

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