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

By Varela-Neira Concepcion   Vazquez-Casielles Rodolfo   Iglesias-Arguelles Victor  

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

Routledge Ltd

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Customer satisfaction and qualities in public service: an intermediary customer perspective

By Rha June-Young  

The Service Industries Journal, Vol. 32, Iss. 12, 2012-09 ,pp. : 1883-1900

Routledge Ltd

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The role of customer affection and trust in loyalty rebuilding after service failure and recovery

By La Suna  

The Service Industries Journal, Vol. 32, Iss. 1, 2012-01 ,pp. : 105-125

Routledge Ltd

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Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction

By Dabholkar Pratibha A.   Spaid Brian I.  

The Service Industries Journal, Vol. 32, Iss. 9, 2012-07 ,pp. : 1415-1432

Routledge Ltd

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The effect of customer participation on service providers' job stress

By Hsieh An-tien  

The Service Industries Journal, Vol. 25, Iss. 7, 2005-10 ,pp. : 891-905

Routledge Ltd

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