Work

Perceived controllability and service expectations: Influences on customer reactions following service failure

Year: 2007

Type: article

Source: Journal of Business Research

DOI: 10.1016/j.jbusres.2006.05.006

Authors: Sunmee Choi, Anna S. Mattila

Institutions: Yonsei University, Pennsylvania State University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

OpenAlex ID: W1969445271

FWCI: 9.734

Cites: 43

Cited by: 288

Related to: 10