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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1995 MCB UP Ltd. All rights reserved.
- ISSN
- 0887-6045
- DOI
- 10.1108/08876049510079853
- Publisher site
- See Article on Publisher Site
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.
Journal
Journal of Services Marketing – Emerald Publishing
Published: Mar 1, 1995
Keywords: Complaints; Consumer behaviour; Customer satisfaction; Employee involvement; Problem solving; Relocation; Service operations; Service quality