A proposed multi-dimensional approach to evaluating service recovery

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Bhandari, Mahesh Singh, Tsarenko, Yelena and Polonsky, Michael Jay (2007) A proposed multi-dimensional approach to evaluating service recovery. Journal of Services Marketing, 21 (3). pp. 174-185. ISSN 0887-6045

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Item type Article
URI https://vuir.vu.edu.au/id/eprint/40428
DOI 10.1108/08876040710746534
Official URL https://www.emerald.com/insight/content/doi/10.110...
Subjects Historical > FOR Classification > 1505 Marketing
Historical > Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Keywords service recovery; service; satisfaction; customers
Citations in Scopus 75 - View on Scopus
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