Tracking service failures and employee recovery efforts

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

Research output: Contribution to journal › Article › peer-review

420 Scopus citations

Original language	English
Pages (from-to)	49-61
Number of pages	13
Journal	Journal of Services Marketing
Volume	9
Issue number	2
DOIs	https://doi.org/10.1108/08876049510086017
State	Published - May 1995

ASJC Scopus subject areas

TY - JOUR

T1 - Tracking service failures and employee recovery efforts

AU - Hoffman, K. Douglas

AU - Kelley, Scott W.

AU - Rotalsky, Holly M.

PY - 1995/5

Y1 - 1995/5

UR - http://www.scopus.com/inward/record.url?scp=84867639118&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84867639118&partnerID=8YFLogxK

U2 - 10.1108/08876049510086017

DO - 10.1108/08876049510086017

M3 - Article

AN - SCOPUS:84867639118

SN - 0887-6045

VL - 9

SP - 49

EP - 61

JO - Journal of Services Marketing

JF - Journal of Services Marketing

IS - 2

ER -