The service recovery paradox: True but overrated?

International Journal of Service Industry Management

Volumn 19, Issue 4, 2008, Pages 441-457

  Michel, Stefan ^a   Meuter, Matthew L ^b  

^a School of Global Management   (United States)

^b CALIFORNIA STATE UNIVERSITY   (United States)

Author keywords

Banking; Customer loyalty; Customer satisfaction; Service industries

Indexed keywords

EID: 49649104943     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230810891897     Document Type: Article

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