Impact of service failure: The protective layer of customer relationships

Journal of Service Research

Volumn 13, Issue 2, 2010, Pages 216-229

  Sajtos, Laszlo ^a   Brodie, Roderick J ^a   Whittome, James ^b  

^a UNIVERSITY OF AUCKLAND BUSINESS SCHOOL   (New Zealand)

^b HPI Research   (United Kingdom)

Author keywords

Brand relationship; Buffering effect; Customer value; Magnifying effect; Service failure

Indexed keywords

EID: 77952536479     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670510365357     Document Type: Article

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