A mathematical model of service failure and recovery strategies

Decision Sciences

Volumn 35, Issue 3, 2004, Pages 493-525

  Zhu, Zhen ^a   Sivakumar, K ^b   Parasuraman, A ^c  

^a BABSON COLLEGE   (United States)

^b LEHIGH UNIVERSITY   (United States)

^c UNIVERSITY OF MIAMI   (United States)

Author keywords

Mathematical Modeling; Optimization; Service Failure; Service Recovery; Services Marketing

Indexed keywords

EID: 19744378766     PISSN: 00117315     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.0011-7315.2004.02597.x     Document Type: Article

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