Customer satisfaction, service failure, and service recovery

Anna S. Mattila, Heejung Ro

Research output: Chapter in Book/Report/Conference proceedingChapter

9 Scopus citations
Original languageEnglish (US)
Title of host publicationHandbook of Hospitality Marketing Management
PublisherTaylor and Francis
Pages296-323
Number of pages28
ISBN (Electronic)9780080569437
ISBN (Print)9780080450803
StatePublished - Nov 4 2009

All Science Journal Classification (ASJC) codes

  • General Economics, Econometrics and Finance
  • General Business, Management and Accounting

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