A model of customer satisfaction with service encounters involving failure and recovery

Author(s)

• Smith, Amy K.
• Bolton, Ruth N.
• Wagner, Janet
• Marketing Science Institute

Bibliographic Information

A model of customer satisfaction with service encounters involving failure and recovery

Amy K. Smith, Ruth N. Bolton, Janet Wagner

（Report / Marketing Science Institute, no. 98-100）

Marketing Science Institute, c1998

Note

"Working paper"--T.p.

Bibliography: p. 41-44

Details

• NCID: BA37676099
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: Cambridge, Mass.
• Pages/Volumes: 44 p.
• Size: 28 cm
• Parent Bibliography ID:
  • BA07416951