Work

Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

Year: 2003

Type: article

Source: Journal of the Academy of Marketing Science

DOI: 10.1177/0092070302250898

Authors: Ronald L. Hess Jr., Shankar Ganesan, Noreen M. Klein

Institutions: William & Mary, University of Arizona, Virginia Tech

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: W1970718009

FWCI: 21.41

Cites: 61

Cited by: 961

Related to: 10