The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

Author： Varela-Neira Concepcion Vazquez-Casielles Rodolfo Iglesias-Arguelles Victor

Publisher： Routledge Ltd

ISSN： 0264-2069

Source： The Service Industries Journal, Vol.28, Iss.4, 2008-05, pp. : 497-512

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