An empirical examination of service recovery design

Marketing Intelligence and Planning

Volumn 26, Issue 3, 2008, Pages 253-274

  Seawright, Kristie K ^a   DeTienne, Kristen Bell ^a   Preston Bernhisel, M ^b   Hoopes Larson, Charlotte L ^a  

^a BRIGHAM YOUNG UNIVERSITY   (United States)

^b Baker Botts LLP   (United States)

Author keywords

Customer retention; Customer service management; Research methods; Service failures; Service improvements

Indexed keywords

EID: 43149115637     PISSN: 02634503     EISSN: None     Source Type: Journal    
DOI: 10.1108/02634500810871320     Document Type: Article

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