Review paper
The Effect of Preconsumption Mood and Service Recovery Measures On Customer Evaluations and Behavior in a Strategic Alliance Setting
Volume: 33, Issue: 1, Pages: 106 - 125
Published: Feb 1, 2009
Abstract
In recent years, researchers have devoted considerable attention to the study of service failure and recovery, predominantly focusing on the impact of a single service failure event. More recently, several researchers have begun to investigate how multiple service failures over an extended time period influence consumer evaluations. However, current research has ignored the impacts of service failures and recovery measures in situations in which...
Paper Details
Title
The Effect of Preconsumption Mood and Service Recovery Measures On Customer Evaluations and Behavior in a Strategic Alliance Setting
Published Date
Feb 1, 2009
Volume
33
Issue
1
Pages
106 - 125
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