Crime and punishmen: Examining customers' responses to service organizations' penalties

Journal of Service Research

Volumn 8, Issue 2, 2005, Pages 162-180

  Kim, Young Sally K ^a   Smith, Amy K ^b  

^a SHENANDOAH UNIVERSITY   (United States)

^b GEORGE WASHINGTON UNIVERSITY   (United States)

Author keywords

Attribution; Customer dissatisfaction; Disconfirmation; Emotion; Penalty; Perceived justice; Service

Indexed keywords

EID: 27844447752     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/1094670505279418     Document Type: Article

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