The impact of customer participation and service expectation on Locus attributions following service failure

International Journal of Service Industry Management

Volumn 15, Issue 1, 2004, Pages 7-26

  Rebecca Yen, Hsiuju ^a   Gwinner, Kevin P ^b   su, Wanru ^c  

^a YUAN ZE UNIVERSITY   (Taiwan)

^b KANSAS STATE UNIVERSITY   (United States)

^c DICKINSON COLLEGE   (United States)

Author keywords

Customers; Service failures; Service quality assurance

Indexed keywords

EID: 2442504727     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230410523312     Document Type: Article

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