Consumer complaints and recovery through guaranteeing self-service technology

Journal of Consumer Behaviour

Volumn 11, Issue 1, 2012, Pages 21-30

  Robertson, Nichola ^a   McQuilken, Lisa ^a   Kandampully, Jay ^b  

^a DEAKIN UNIVERSITY   (Australia)

^b OHIO STATE UNIVERSITY   (United States)

Author keywords

Consumer complaints; Self service technology; Service guarantees; Service recovery

Indexed keywords

EID: 84856284323     PISSN: 14720817     EISSN: 14791838     Source Type: Journal    
DOI: 10.1002/cb.366     Document Type: Article

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