George Washington University / Facility RESTYPE HOTTYPE Type / hotel Controllability / Michael F. Price College of Business / University of Oklahoma / University of Maryland / Marketing Science Institute / /
IndustryTerm
mental accounting principles / control hotel / large international chain / mental accounting / /
Organization
Michael F. Price College of Business / George Washington University / University of Oklahoma / Marketing Science Institute / University of Maryland / Robert H. Smith School of Business / /
Person
Churchill / AMY K. SMITH / Davis / Kelly / Walker / RUTH N. BOLTON / Predictor Variables (Measures) / Thibaut / JANET WAGNER / /
Position
hotel desk clerk / automobile mechanic / front-desk clerk / Associate Professor of Marketing / waiter / Assistant Professor of Marketing / representative / CONCEPTUAL FRAMEWORK AND MODEL DEVELOPMENT In / Professor of Marketing / /
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