Restaurant Service Failure and Recovery Analysis

Developments in Marketing Science: Proceedings of the Academy of Marketing Science

Volumn , Issue , 2015, Pages 193-

  Hoffman, K Douglas ^a   Kelley, Scott W ^b   Rotalsky, Holly M ^a  

^a UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

^b UNIVERSITY OF KENTUCKY   (United States)

Author keywords

Brand Loyalty; Critical Incident; Recovery Strategy; Service Failure; Service Recovery

Indexed keywords

EID: 85020230748     PISSN: 23636165     EISSN: 23636173     Source Type: Book Series    
DOI: 10.1007/978-3-319-13162-7_50     Document Type: Chapter

References (1)

1. Bitner, Mary Jo, Bernard H. Booms and Mary Stanfield Tetreault (1990), "The Service Encounter: Diagnosing Favorable and Unfavorable Inci dents," Journal of Marketi ng, 54, 1, 71-84.