Title

The Joint Effects of Service Failure Mode, Recovery Effort and Gender on Customers’ Post-recovery Satisfaction

Keywords

service failure, self-service technology, recovery satisfaction, gender

Publication Date

5-12-2009

Original Citation

Mattila, A.S., Cho, W., Ro, H. (2009). The Joint Effects of Service Failure Mode, Recovery Effort and Gender on Customers’ Post-recovery Satisfaction. The Journal of Travel and Tourism Marketing. 26, 120-128.

Number of Pages

120-128

Document Type

Paper

Language

English

Source Title

Journal of Travel and Tourism Marketing

Volume

26

Issue

2

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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http://dx.doi.org/10.1080/10548400902862002

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