Service recovery and pre-emptive strategies for service failure: Both lead to customer satisfaction and loyalty, but for different reasons

Journal of Hospitality and Leisure Marketing

Volumn 13, Issue 3-4, 2006, Pages 161-181

  Cranage, David A ^a   Mattila, Anna S ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Apology; Choice; Compensation; Loyalty; Post recovery satisfaction

Indexed keywords

EID: 33746656239     PISSN: 10507051     EISSN: 15410897     Source Type: Journal    
DOI: 10.1300/J150v13n03_09     Document Type: Article

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