The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction

Journal of Travel and Tourism Marketing

Volumn 26, Issue 2, 2009, Pages 120-128

  Mattila, Anna S ^a   Cho, Wonae ^b   Ro, Heejung ^c  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

^b Seoul Women University   (South Korea)

^c UNIVERSITY OF CENTRAL FLORIDA   (United States)

Author keywords

Gender; Recovery satisfaction; Self service technology; Service failure

Indexed keywords

EID: 70450193173     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548400902862002     Document Type: Article

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