The service recovery paradox: true but overrated?

By Stefan Michel, M. Meuter. 2008

158 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/d6153304d42820208c35471a527e3a7f2bfccfe4

How researchers see this paper

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

In Marketing

1. Carlos Alberto Vargas Rossi
2. J. Henrique
3. Celso Augusto de Matos

In Organizational Behavior and Human Resource Management

1. Carlos Alberto Vargas Rossi
2. J. Henrique
3. Celso Augusto de Matos

Citations in the corpus

• Service Recovery Paradox: A Meta-Analysis (2007, methodology): “…(Hocutt, Bowers, and Donavan 2006; Hocutt and Stone 1998; Magnini et al. 2007; Maxham and Netemeyer 2002; McCollough 2000; Michel 2001; Michel and Meuter 2006; Smith and Bolton 1998) and others not supporting this effect (Andreassen 2001; Halstead and Page 1992; Hocutt, Chakraborty, and Mowen…”