Dealing with service failures: The use of explanations

Journal of Travel and Tourism Marketing

Volumn 26, Issue 2, 2009, Pages 129-143

  Bradley, Graham L ^a   Sparks, Beverley A ^b  

^a GRIFFITH UNIVERSITY   (Australia)

^b GRIFFITH UNIVERSITY   (Australia)

Author keywords

Customer satisfaction; Explanations; Justice; Service failure magnitude; Service recovery

Indexed keywords

EID: 70450193172     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548400902862010     Document Type: Article

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