Modeling Roles of Service Recovery Strategy: A Relationship-Focused View

Journal of Hospitality and Tourism Research

Volumn 29, Issue 4, 2005, Pages 484-507

  Ok, Chihyung ^a   Back, Ki Joon ^a   Shanklin, Carol W ^a  

^a KANSAS STATE UNIVERSITY   (United States)

Author keywords

behavioral intentions; justice theory; overall satisfaction; recovery satisfaction; service recovery; trust and commitment

Indexed keywords

EID: 56949094604     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348005276935     Document Type: Article

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