The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions

Journal of Service Research

Volumn 15, Issue 3, 2012, Pages 262-279

  van Vaerenbergh, Yves ^a,b   Larivière, Bart ^b   Vermeir, Iris ^a,b  

^a UNIVERSITY COLLEGE GHENT   (Belgium)

^b GHENT UNIVERSITY   (Belgium)

Author keywords

customer recovery; process recovery communication; repurchase intentions; satisfaction; service failure; service recovery; word of mouth

Indexed keywords

EID: 84864298982     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670512442786     Document Type: Article

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