August 1, 1999

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

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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

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Smith et al. (Sun,) studied this question.

synapsesocial.com/papers/69daa52da6045d71bfa3d674 https://doi.org/https://doi.org/10.2307/3152082

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3Applied linear statistical models : regression, analysis of variance, and experimental designs1974 · 2,861 citations
4The profitable art of service recovery.1990 · 1,422 citations
5Prospect Theory: An Analysis of Decision under Risk1979 · 47,032 citations

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