An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril?

Journal of Service Research

Volumn 1, Issue 1, 1998, Pages 65-81

  Smith, Amy K ^a   Bolton, Ruth N ^b  

^a GEORGE WASHINGTON UNIVERSITY   (United States)

^b UNIVERSITY OF MARYLAND   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33845336710     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/109467059800100106     Document Type: Article

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