Service failure and recovery in using technology-based self-service: Effects on user attributions and satisfaction

Service Industries Journal

Volumn 32, Issue 9, 2012, Pages 1415-1432

  Dabholkar, Pratibha A ^a   Spaid, Brian I ^a  

^a UNIVERSITY OF TENNESSEE   (United States)

Author keywords

customer satisfaction; service failure; service recovery; technology based self service

Indexed keywords

INDUSTRIAL PERFORMANCE; INDUSTRIAL PRACTICE; SERVICE SECTOR; TECHNOLOGY ADOPTION;

EID: 84862254234     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642069.2011.600518     Document Type: Article

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