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
Copyright Status
Unknown
Copyright Date
2009
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Mattila, Anna S.; Cho, Wonae; and Ro, Hee Jung, "The Joint Effects of Service Failure Mode, Recovery Effort and Gender on Customers’ Post-recovery Satisfaction" (2009). Faculty Scholarship and Creative Works. 511.
https://stars.library.ucf.edu/ucfscholar/511
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