The market share impact of service failures

Production and Operations Management

Volumn 8, Issue 3, 1999, Pages 208-220

  Hays, Julie M ^a   Hill, Arthur V ^a  

^a UNIVERSITY OF MINNESOTA   (United States)

Author keywords

Complaint management; Customer satisfaction; Service guarantees; Service recovery

Indexed keywords

EID: 0006412670     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.1999.tb00305.x     Document Type: Article

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