The effects of severity of failure and customer loyalty on service recovery strategies

Production and Operations Management

Volumn 13, Issue 4, 2004, Pages 307-321

  Craighead, Christopher W ^a   Karwan, Kirk R ^b   Miller, Janis L ^c  

^a AUBURN UNIVERSITY   (United States)

^b UNIVERSITY OF SOUTH CAROLINA   (United States)

^c CLEMSON UNIVERSITY   (United States)

Author keywords

Cluster analysis hierarchical grouping; Critical incident technique; Service operations; Service recovery; Survey research design

Indexed keywords

EID: 14544300493     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2004.tb00220.x     Document Type: Review

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