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The service recovery paradox: justifiable theory or smoldering myth?

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References

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1994Determinants of Long-Term Orientation in Buyer-Seller Relationships6,726 cited
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1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
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1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

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2,718 cited

1993The Nature and Determinants of Customer Expectations of Service2,665 cited

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