An integrated perspective of service recovery: A sociotechnical systems approach

Journal of Service Research

Volumn 13, Issue 4, 2010, Pages 439-452

  Smith, Jeffery S ^a   Fox, Gavin L ^b   Ramirez, Edward ^a  

^a FLORIDA STATE UNIVERSITY   (United States)

^b TEXAS TECH UNIVERSITY   (United States)

Author keywords

empirical research; operations management; service recovery; sociotechnical systems theory (STS); structural equation modeling

Indexed keywords

EID: 78049326912     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670510375104     Document Type: Article

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