Please use this identifier to cite or link to this item: http://localhost/handle/Hannan/241367
Title: ATTRIBUTION, EXPECTATION, AND RECOVERY: AN INTEGRATED MODEL OF SERVICE FAILURE AND RECOVERY
Authors: Jun Ma
Year: 2007
Abstract: spoint of view, a failure refers to any situation in which something has gone wrong, irrespective ofresponsibility (Johnston 1995 a). It has been recognized that failures are inevitable due to theunique characteristics of services (i.e., simultaneous production and consumption). Failures occuracross time, situations, serviceب‌Services providers often face the decision of whether or not to recover a failureencountered by customers and if so, what recovery strategies should be used. From a customer
URI: http://localhost/handle/Hannan/241367
Appears in Collections:Thesis

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Title: ATTRIBUTION, EXPECTATION, AND RECOVERY: AN INTEGRATED MODEL OF SERVICE FAILURE AND RECOVERY
Authors: Jun Ma
Year: 2007
Abstract: spoint of view, a failure refers to any situation in which something has gone wrong, irrespective ofresponsibility (Johnston 1995 a). It has been recognized that failures are inevitable due to theunique characteristics of services (i.e., simultaneous production and consumption). Failures occuracross time, situations, serviceب‌Services providers often face the decision of whether or not to recover a failureencountered by customers and if so, what recovery strategies should be used. From a customer
URI: http://localhost/handle/Hannan/241367
Appears in Collections:Thesis

Files in This Item:
File SizeFormat 
TL88007.pdf571.22 kBAdobe PDF
Title: ATTRIBUTION, EXPECTATION, AND RECOVERY: AN INTEGRATED MODEL OF SERVICE FAILURE AND RECOVERY
Authors: Jun Ma
Year: 2007
Abstract: spoint of view, a failure refers to any situation in which something has gone wrong, irrespective ofresponsibility (Johnston 1995 a). It has been recognized that failures are inevitable due to theunique characteristics of services (i.e., simultaneous production and consumption). Failures occuracross time, situations, serviceب‌Services providers often face the decision of whether or not to recover a failureencountered by customers and if so, what recovery strategies should be used. From a customer
URI: http://localhost/handle/Hannan/241367
Appears in Collections:Thesis

Files in This Item:
File SizeFormat 
TL88007.pdf571.22 kBAdobe PDF