A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Journal of Marketing Research

Volumn 36, Issue 3, 1999, Pages 356-372

  Smith, Amy K ^a   Bolton, Ruth N ^b   Wagner, Janet ^c  

^a GEORGE WASHINGTON UNIVERSITY   (United States)

^b UNIVERSITY OF OKLAHOMA   (United States)

^c UNIVERSITY OF MARYLAND   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85107912208     PISSN: 00222437     EISSN: 15477193     Source Type: Journal    
DOI: 10.1177/002224379903600305     Document Type: Article

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