Service Problems and Recovery Stratégies: An Experiment

By T. Levesque, G. Mcdougall. 2009

230 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/02bb4c9c03d44599620c4f2576aa2b4134153f75

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Management Information Systems

1. Yi-Shun Wang
2. Hsin-Hui Lin

In Organizational Behavior and Human Resource Management

1. Yi-Shun Wang
2. Hsin-Hui Lin
3. Yu-Yin Wang
4. Shun-Cheng Wu
5. Carla Ruiz-Mafé
6. S. Sanz‐Blas
7. Joaquín Aldás-Manzano
8. Carlos Lassala-Navarré

Citations in the corpus

• The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing (2011, background): “Service failure severity Due to the characteristics of intangibility, inseparability, and variability of service, service failures are inevitable (Goodwin & Ross, 1992; Levesque & McDougall, 2000).”
• Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use (2011, background): “Levesque and McDougall (2000) when analysing service failure in the hospitality indus-”