Concepedia

Publication | Closed Access

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

DOI

2.1K

Citations

52

References

1999

Year

Amy Smith, Ruth N. Bolton, Janet Wagner
Journal of Marketing Research

Abstract

Amy K. Smith, Ruth N. Bolton, Janet Wagner, A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery, Journal of Marketing Research, Vol. 36, No. 3 (Aug., 1999), pp. 356-372

References

YearCitations

Page 1