The role of customer affection and trust in loyalty rebuilding after service failure and recovery

Service Industries Journal

Volumn 32, Issue 1, 2012, Pages 105-125

  La, Suna ^a   Choi, Beomjoon ^b  

^a Korea National Open University   (South Korea)

^b CALIFORNIA STATE UNIVERSITY   (United States)

Author keywords

complaining behavior; customer affection; customer trust; loyalty intention; recovery satisfaction; service failure; service recovery

Indexed keywords

COMPARATIVE STUDY; SERVICE PROVISION; SERVICE SECTOR;

EID: 84858191214     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642069.2011.529438     Document Type: Article

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