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Emerald Group Publishing Ltd

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Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty

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Business Process Management Journal, Vol. 18, Iss. 1, 2012-02 ,pp. : 82-103

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Service quality: perceived value, expectations, shortfalls, and bonuses

By C.Groth John   Dye Richard T.  

Managing Service Quality, Vol. 9, Iss. 4, 1999-08 ,pp. : 274-286

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Customer equity considerations in service recovery: a cross-industry perspective

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Why service recovery fails: Tensions among customer, employee, and process perspectives

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Journal of Service Management, Vol. 20, Iss. 3, 2009-06 ,pp. : 253-273

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