Recovering from service failure: Generating profit through greater customer satisfaction

Strategic Direction

Volumn 22, Issue 6, 2006, Pages 37-39

  Hill, Richard ^a  

^a NONE

Author keywords

Airlines; Customer services quality; International travel; Service failures; Service improvements

Indexed keywords

EID: 33645825433     PISSN: 02580543     EISSN: None     Source Type: Journal    
DOI: 10.1108/02580540610665525     Document Type: Review

References (1)

1. Bamford, D. and Xystouri, T. (2005), "A case study of service failure and recovery within an international airline", Managing Service Quality, Vol. 15 No. 3, pp. 306-20, ISSN 0960-4529.