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

Emerald Group Publishing Ltd

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A study of relations among service quality differences, post-purchase behavior intentions with personality traits, and service recovery strategy as intervening variables

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International Journal of Commerce and Management, Vol. 19, Iss. 2, 2009-06 ,pp. : 137-157

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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Explanations: if, when, and how they aid service recovery

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Journal of Services Marketing, Vol. 26, Iss. 1, 2012-02 ,pp. : 41-51

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How demographic differences influence customer satisfaction with the public service delivery in Fiji

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International Journal of Services and Standards, Vol. 5, Iss. 3, 2009-09 ,pp. : 276-289

Inderscience Publishers

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