I would have felt better if only … or, how to enhance customer satisfaction following service problems

Journal of Quality Assurance in Hospitality and Tourism

Volumn 3, Issue 1-2, 2002, Pages 53-67

  Sparks, Beverley A ^a  

^a GRIFFITH UNIVERSITY   (Australia)

Author keywords

Consumerss' emotional responses; Fairness theory; Service failure

Indexed keywords

EID: 33749072835     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1300/J162v03n01_04     Document Type: Article

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