Emotional antecedents and outcomes of service recovery: An exploratory study in the luxury hotel industry

Journal of Services Marketing

Volumn 28, Issue 3, 2014, Pages 233-243

  Kozub, Kristen Riscinto ^a   O’Neill, Martin Anthony ^a   Palmer, Adrian A ^b  

^a AUBURN UNIVERSITY   (United States)

^b RENNES SCHOOL OF BUSINESS   (France)

Author keywords

Emotion; Failure; Recovery; Satisfaction

Indexed keywords

EID: 84927514408     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/JSM-08-2012-0147     Document Type: Article

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