Service recovery, satisfaction and behaviour intentions: Analysis of compensation and social comparison communication strategies

Service Industries Journal

Volumn 32, Issue 1, 2012, Pages 83-103

  Vázquez Casielles, Rodolfo ^a   Iglesias, Víctor ^a   Varela Neira, Concepción ^b  

^a UNIVERSITY OF OVIEDO   (Spain)

^b UNIVERSITY OF SANTIAGO DE COMPOSTELA   (Spain)

Author keywords

attributions; emotions; post purchase behaviour intentions; satisfaction; service failure; service recovery strategies; social comparison

Indexed keywords

AIRLINE INDUSTRY; COMMUNICATION BEHAVIOR; COMPARATIVE STUDY; COMPENSATION; SERVICE SECTOR;

EID: 84858176802     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642069.2010.511187     Document Type: Article

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