The service recovery paradox: justifiable theory or smoldering myth?
Abstract
Purpose The purpose of this study is to address the discrepancy between research that supports the service failure recovery and that which does not by examining customer satisfaction in the event of a service failure empirically. Design/methodology/approach The objective of the study was achieved by conducting role‐play experiments on undergraduate business students. Findings Analysis showed that a service recovery paradox is most likely to...
Paper Details
Title
The service recovery paradox: justifiable theory or smoldering myth?
Published Date
May 29, 2007
Volume
21
Issue
3
Pages
213 - 225
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History