The service recovery paradox: justifiable theory or smoldering myth?

Author： Magnini Vincent P.   Ford John B.   Markowski Edward P.   Jr Earl D. Honeycutt  

Publisher： Emerald Group Publishing Ltd

ISSN： 0887-6045

Source： Journal of Services Marketing, Vol.21, Iss.3, 2007-05, pp. : 213-225

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