Airing the dirty laundry the missteps of professional service firms after client service failures

Services Marketing Quarterly

Volumn 24, Issue 3, 2003, Pages 1-15

  Barr, Terri Feldman ^a   McNeilly, Kevin M ^a  

^a MIAMI UNIVERSITY   (United States)

Author keywords

Client expectations and satisfaction; Client retention; Service failure and recovery

Indexed keywords

EID: 85009629824     PISSN: 15332969     EISSN: 15332977     Source Type: Journal    
DOI: 10.1300/J396v24n03_01     Document Type: Article

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