Service recovery: Impact on satisfaction and intentions
- 1 March 1995
- journal article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 9 (1) , 15-23
- https://doi.org/10.1108/08876049510079853
Abstract
Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.Keywords
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