The impact of failure severity, prior failure, and company control on service recovery outcomes

Journal of Leadership and Organizational Studies

Volumn 18, Issue 3, 2011, Pages 365-376

  Betts, Teresa K ^a   Wood, Matthew S ^b   Tadisina, Suresh K ^c  

^a MURRAY STATE UNIVERSITY   (United States)

^b UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

^c SOUTHERN ILLINOIS UNIVERSITY   (United States)

Author keywords

postrecovery satisfaction; service failure; service recovery

Indexed keywords

EID: 80053064689     PISSN: 15480518     EISSN: 19397089     Source Type: Journal    
DOI: 10.1177/1548051811404892     Document Type: Article

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