A model of customer satisfaction with service encounters involving failure and recovery

@article{Smith1999AMO,
  title={A model of customer satisfaction with service encounters involving failure and recovery},
  author={A. K. Smith and Ruth N. Bolton and J. Wagner},
  journal={Journal of Marketing Research},
  year={1999},
  volume={36},
  pages={356-372}
}
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 authors develop a model of custom... 
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References

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