The effect of service failure types and service recovery on customer satisfaction: A mental accounting perspective

Service Industries Journal

Volumn 32, Issue 2, 2012, Pages 257-271

  Chuang, Shih Chieh ^a   Cheng, Yin Hui ^b   Chang, Chai Jung ^a   Yang, Shun Wen ^a  

^a NATIONAL CHUNG CHENG UNIVERSITY   (Taiwan)

^b NATIONAL TAICHUNG UNIVERSITY OF EDUCATION   (Taiwan)

Author keywords

customer satisfaction; mental accounting theory; service failures; service recoveries; services

Indexed keywords

CONSUMPTION BEHAVIOR; SERVICE SECTOR;

EID: 84863341291     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642069.2010.529435     Document Type: Article

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