Guilt no longer a sin: the effect of guilt in the service recovery paradox

Journal of Service Theory and Practice

Volumn 25, Issue 6, 2015, Pages 836-853

  Cheng, Yin Hui ^a   Chang, Chia Jung ^b   Chuang, Shih Chieh ^c   Liao, Ya Wei ^c  

^a NATIONAL TAICHUNG UNIVERSITY OF EDUCATION   (Taiwan)

^b NATIONAL TAIWAN NORMAL UNIVERSITY   (Taiwan)

^c NATIONAL CHUNG CHENG UNIVERSITY   (Taiwan)

Author keywords

Guilt; Service failure; Service recovery; Service recovery paradox

Indexed keywords

EID: 84945962636     PISSN: 20556225     EISSN: None     Source Type: Journal    
DOI: 10.1108/JSTP-12-2013-0296     Document Type: Article

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