A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Smith (1999) · Journal of Marketing Research · Read the paper

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Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36(3), 356-372. doi:10.1177/002224379903600305