The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
AKA. K. SmithRNRuth N. Bolton
George Washington University · University of Oklahoma
Indexed incrossref
Abstract
No abstract available for this paper.
Citation impact
847
total citations
- FWCI
- 28.13
- Percentile
- 100%
- References
- 103
Citations per year
Authors
2- AKA. K. SmithCorresponding
George Washington University
- RNRuth N. Bolton
University of Oklahoma
Topics & keywords
Topics
Keywords
- Service recovery
- Service (business)
- Customer satisfaction
- Context (archaeology)
- Marketing
- Psychology
- Business
- Cognition
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