Answers are grounded in this paper and cite their sources.
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.
No takes yet. Share an insight, caveat, or question.
Spreng et al. (1995) studied this question.
Synapse has enriched 10 related papers. Consider them for comparative context: