articleJournal of the Academy of Marketing ScienceApr 1, 2003Closed access

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

RLRonald L. HessSGShankar GanesanNMNoreen M. Klein

William & Mary · University of Arizona · +1 more institution

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Abstract

No abstract available for this paper.

Citation impact

940
total citations
FWCI
20.85
Percentile
100%
References
61
Citations per year

Authors

3

Topics & keywords

Topics
Keywords
  • Service recovery
  • Service (business)
  • Attribution
  • Business
  • Service level objective
  • Marketing
  • Service guarantee
  • Customer satisfaction
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