The service recovery paradox: Justifiable theory or smoldering myth?

Journal of Services Marketing

Volumn 21, Issue 3, 2007, Pages 213-225

  Magnini, Vincent P ^a   Ford, John B ^b   Markowski, Edward P ^b   Honeycutt Jr , Earl D ^c  

^a LONGWOOD UNIVERSITY   (United States)

^b OLD DOMINION UNIVERSITY   (United States)

^c ELON UNIVERSITY   (United States)

Author keywords

Customer service management; Customer services quality; Service failures

Indexed keywords

EID: 34547409500     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040710746561     Document Type: Article

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