The Effectiveness of Recovery Strategies After Service Failure
- 3 September 1998
- journal article
- Published by The Haworth Press in Journal of Hospitality & Leisure Marketing
- Vol. 5 (2-3), 27-49
- https://doi.org/10.1300/j150v05n02_03
Abstract
No abstract availableKeywords
This publication has 18 references indexed in Scilit:
- What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service EvaluationJournal of Marketing, 1996
- Tracking service failures and employee recovery effortsJournal of Services Marketing, 1995
- Customer Switching Behavior in Service Industries: An Exploratory StudyJournal of Marketing, 1995
- A typology of retail failures and recoveriesJournal of Retailing, 1994
- Antecedents to Customer Expectations for Service RecoveryJournal of the Academy of Marketing Science, 1994
- Consumer responses to service failures: Influence of procedural and interactional fairness perceptionsJournal of Business Research, 1992
- Mitigating the effect of service encountersMarketing Letters, 1992
- The Service Encounter: Diagnosing Favorable and Unfavorable IncidentsJournal of Marketing, 1990
- Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot StudyJournal of Marketing, 1983
- Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining RedressLaw & Society Review, 1977