Service failure, recovery and improvement: The case of a Chinese restaurant

International Journal of Services and Operations Management

Volumn 4, Issue 2, 2008, Pages 218-242

  Cao, Zheng ^a   Robb, David ^b   Lu, Qiang ^c  

^a UNIVERSITY OF AUCKLAND   (New Zealand)

^b Tsinghua University   (China)

^c HARBIN INSTITUTE OF TECHNOLOGY   (China)

Author keywords

Process improvement; Service failure; Service recovery

Indexed keywords

EID: 39149104618     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2008.016612     Document Type: Article

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