AMY K. SMITH, RUTH N. BOLTON, and JANET WAGNER* Customers often react strongly to service failures, so it is critical that an organization’s recovery efforts be equally strong and effective. In this article, the author

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Date: 2011-09-03 07:33:01 Paradoxes Service recovery paradox Customer satisfaction Distributive justice Loyalty business model Reliability engineering Science Knowledge Organizational justice Business Marketing Consumer behaviour		AMY K. SMITH, RUTH N. BOLTON, and JANET WAGNER* Customers often react strongly to service failures, so it is critical that an organization’s recovery efforts be equally strong and effective. In this article, the author Add to Reading List Source URL: www.ruthnbolton.com Download Document from Source Website File Size: 149,70 KB Share Document on Facebook

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