The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

Published 2008 View Full Article

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Title
The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers
Authors
Keywords
-
Journal
M&SOM-Manufacturing & Service Operations Management
Volume 11, Issue 1, Pages 52-69
Publisher
Institute for Operations Research and the Management Sciences (INFORMS)
Online
2008-01-05
DOI
10.1287/msom.1070.0193
References
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