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",

month = nov,

day = "4",

language = "English (US)",

isbn = "9780080450803",

pages = "296--323",

booktitle = "Handbook of Hospitality Marketing Management",

publisher = "Taylor and Francis",

address = "United States",

}

TY - CHAP

T1 - Customer satisfaction, service failure, and service recovery

AU - Mattila, Anna S.

AU - Ro, Heejung

PY - 2009/11/4

Y1 - 2009/11/4

UR - https://www.scopus.com/pages/publications/85083477673

UR - https://www.scopus.com/pages/publications/85083477673#tab=citedBy

M3 - Chapter

AN - SCOPUS:85083477673

SN - 9780080450803

SP - 296

EP - 323

BT - Handbook of Hospitality Marketing Management

PB - Taylor and Francis

ER -