Tracking service failures and employee recovery efforts

K. Douglas Hoffman, Scott W. Kelley, Holly M. Rotalsky

Research output: Contribution to journalArticlepeer-review

405 Scopus citations
Original languageEnglish
Pages (from-to)49-61
Number of pages13
JournalJournal of Services Marketing
Volume9
Issue number2
DOIs
StatePublished - May 1995

ASJC Scopus subject areas

  • Marketing

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