Understanding service recovery satisfaction from a service encounter perspective: A pilot study
When a service provider fails to meet the expectations of customers during a so-called service encounter, the resultant disconfirmation can lead to a series of negative outcomes such as defection and negative word-of-mouth. Often, however, errant firms are afforded a second opportunity by complainin...
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| Format: | Article |
| Language: | English |
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AOSIS
2007-06-01
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| Series: | South African Journal of Business Management |
| Online Access: | https://sajbm.org/index.php/sajbm/article/view/583 |