Preferential treatment in the service encounter

By Söderlund Magnus   Liljander Veronica   Gummerus Johanna   Hellman Pia   Lipkin Michaela   Oikarinen Eeva-Liisa   Sepp Marianne   Liljedal Karina T.  

Journal of Service Management, Vol. 25, Iss. 4, 2014-08 ,pp. : 512-530

Emerald Group Publishing Ltd

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

By Komunda Mabel   Osarenkhoe Aihie  

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

Emerald Group Publishing Ltd

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

By Wirtz Jochen   Mattila Anna S  

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

Emerald Group Publishing Ltd

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Retaining customers after service failure recoveries: a contingency model

By Wang Kai-Yu   Hsu Li-Chun   Chih Wen-Hai  

Managing Service Quality, Vol. 24, Iss. 4, 2014-07 ,pp. : 318-338

Emerald Group Publishing Ltd

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Design and development of modified service failure mode and effects analysis model

By Jegadheesan C.   Arunachalam V.P.   Devadasan S.R.   Srinivasan P.S.S.  

International Journal of Services and Operations Management, Vol. 3, Iss. 1, 2006-11 ,pp. : 111-126

Inderscience Publishers

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