A model of customer satisfaction with service encounters involving failure and recovery / Amy K. Smith, Ruth N. Bolton, Janet Wagner

Author(s): Smith, Amy K. (Amy Kyper)
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Subjects: Consumer satisfaction--Mathematical models
Customer services
Formats: Print
Material Type: Books
Language: English
Audience: Unspecified
Published: Cambridge, Mass. : Marketing Science Institute, c1998
Series: Report no. 98-100
Report (Marketing Science Institute) no. 98-100
LC Classification: H, HF
Physical Description: 44 p. : ill. ; 28 cm
Additional Authors: Bolton, Ruth N. (Ruth Nancy)
Wagner, Janet Sweeney
Notes: "Working paper."
"February 1998."
Includes bibliographical references (p. 41-44)
OCLC Number: 39121826