Bhandari, Mahesh Singh

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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


Bhandari, Mahesh Singh (2010) Impact of varying service recovery attributes on outcomes in process-based and outcome-based service failure : an empirical examination. PhD thesis, Victoria University.