An empirical examination of the structural dimensions of the service recovery system

Decision Sciences

Volumn 40, Issue 1, 2009, Pages 165-186

  Smith, Jeffery S ^a   Karwan, Kirk R ^b   Markland, Robert E ^c  

^a FLORIDA STATE UNIVERSITY   (United States)

^b FURMAN UNIVERSITY   (United States)

^c UNIVERSITY OF SOUTH CAROLINA   (United States)

Author keywords

Scale development; Second order factor development; Service operations; Service recovery; System structural dimensions

Indexed keywords

EID: 61849130661     PISSN: 00117315     EISSN: 15405915     Source Type: Journal    
DOI: 10.1111/j.1540-5915.2008.00220.x     Document Type: Article

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