The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective

By Shih-Chieh Chuang, Yin-Hui Cheng, Chai Chang, Shun-Wen Yang. 2012

137 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/15060f15746dc5ce876d666e04ed2331acb78d9c