Better him than me: Social comparison theory and service recovery

Journal of the Academy of Marketing Science

Volumn 36, Issue 4, 2008, Pages 565-577

  Bonifield, Carolyn ^a   Cole, Catherine A ^b  

^a UNIVERSITY OF VERMONT   (United States)

^b UNIVERSITY OF IOWA   (United States)

Author keywords

Anger; Complaining; Exit; Negative word of mouth; Service failure; Social comparisons

Indexed keywords

EID: 56749180820     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-008-0109-x     Document Type: Article

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