Consumer responses to compensation, speed of recovery and apology after a service failure

Author: Wirtz Jochen   Mattila Anna S  

Publisher: Emerald Group Publishing Ltd

ISSN: 0956-4233

Source: International Journal of Service Industry Management, Vol.15, Iss.2, 2004-02, pp. : 150-166

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