Service Recovery in the Airline Industry: Is it as Simple as 'Failed, Recovered, Satisfied?'

Author： de Coverly E.   Holme N.O.   Keller A.G.   Thompson F.H.M.   Toyoki S.  

Publisher： Westburn Publishers Ltd

ISSN： 1469-347X

Source： The Marketing Review, Vol.3, Iss.1, 2002-09, pp. : 21-37

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