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The Service Industries Journal, Vol. 31, Iss. 3, 2011-02 ,pp. : 425-440

Routledge Ltd

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Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies

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The Service Industries Journal, Vol. 32, Iss. 1, 2012-01 ,pp. : 83-103

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The attribution of service failures: effects on consumer satisfaction

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The Service Industries Journal, Vol. 29, Iss. 2, 2009-02 ,pp. : 127-141

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Leading, Following or Cooked Goose? Innovation Successes and Failures in Taiwan's Electronics Industry

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Industry and Innovation, Vol. 10, Iss. 2, 2003-01 ,pp. : 179-196

Routledge Ltd

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Mixed Findings on the Service Recovery Paradox

By Ok Chihyung  

The Service Industries Journal, Vol. 27, Iss. 6, 2007-09 ,pp. : 671-686

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