Providing an Explanation for Service Failure: Context, Content, and Customer Responses

Journal of Hospitality and Tourism Research

Volumn 31, Issue 2, 2007, Pages 241-260

  Sparks, Beverley ^a   Fredline, Liz ^a  

^a GRIFFITH UNIVERSITY   (Australia)

Author keywords

explanation adequacy; explanations; service failure; service recovery; social accounts

Indexed keywords

EID: 56949101282     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348006297292     Document Type: Article

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