Customer satisfaction, service failure, and service recovery

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Original language	English (US)
Title of host publication	Handbook of Hospitality Marketing Management
Publisher	Taylor and Francis
Pages	296-323
Number of pages	28
ISBN (Electronic)	9780080569437
ISBN (Print)	9780080450803
State	Published - Nov 4 2009

All Science Journal Classification (ASJC) codes

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title = "Customer satisfaction, service failure, and service recovery",

author = "Mattila, {Anna S.} and Heejung Ro",

year = "2009",

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language = "English (US)",

isbn = "9780080450803",

pages = "296--323",

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