The road to recovery: Overcoming service failures through positive emotions-Reference-Cited by-同舟云学术

The road to recovery: Overcoming service failures through positive emotions

Published:2016-10 Issue:10 Volume:69 Page:4278-4286
ISSN:0148-2963
Container-title:Journal of Business Research
language:en
Short-container-title:Journal of Business Research

Author:

Lastner Matthew M.,Folse Judith Anne Garretson,Mangus Stephanie M.,Fennell Patrick

Publisher

Elsevier BV

Subject

Marketing

Reference48 articles.

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4. The effects of distributive, procedural, and interactional justice on postcomplaint behavior;Blodgett;Journal of Retailing,1997

5. When frontline employee behavior backfires: Distinguishing between customer gratitude and indebtedness and their impact on relational behaviors;Bock;Journal of Service Research,2016

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