A model of customer satisfaction with service encounters involving failure and recovery
By: Amy K. Smith, Ruth N. Bolton, Janet Wagner
Contributors: Bolton, Ruth N. (Ruth Nancy); Wagner, Janet Sweeney
Series: Report -- no. 98-100; Report (Marketing Science Institute) -- no. 98-100
Publisher: Marketing Science Institute
Published: 1998
Place of publication: Cambridge, Mass
Language: eng
Number of pages: 44
Copyright date: 1998
Subjects: Consumer satisfaction; Mathematical models; Customer services
Notes: "Working paper."

"February 1998."

Includes bibliographical references (p. 41-44).