Exploring customer loyalty following service recovery: The mediating effects of trust and emotions

Journal of Service Research

Volumn 10, Issue 3, 2008, Pages 269-281

  DeWitt, Tom ^a   Nguyen, Doan T ^b   Marshall, Roger ^c  

^a UNIVERSITY OF HAWAII AT HILO   (United States)

^b UNIVERSITY OF QUEENSLAND   (Australia)

^c AUCKLAND UNIVERSITY OF TECHNOLOGY   (New Zealand)

Author keywords

Cognitive appraisal; Emotions; Loyalty; Service recovery; Trust

Indexed keywords

EID: 38349099685     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670507310767     Document Type: Article

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