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A model of customer satisfaction with service encounters involving failure and recovery Smith, Amy K.

By: Smith, Amy K

Contributor(s): Bolton, Ruth N | Wagner, Janet

Material type: Text

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TextSeries: Marketing Science Institute, Working paper report, no.98-100Publisher: Cambridge Marketing Science Institute 1998Description: 44 p.Subject(s): Marketing

| Customer service

| Customer satisfaction

DDC classification: 658.8

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Item type	Current location	Item location	Call number	Status	Date due	Barcode
Books	Vikram Sarabhai Library	Slot 2162 (2 Floor, East Wing)	658.8 S6M6 (Browse shelf)	Available		140538

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Previous	658.8 S4S3 Secrets of word-of-mouth marketing: how to trigger exponential sales through runaway word of mouth	658.8 S4T2 Taking care of e-Business: how today's market leaders are increasing revenue, productivity and customer satisfaction	658.8 S6M2 Marketing: real people, real choices	658.8 S6M6 A model of customer satisfaction with service encounters involving failure and recovery	658.8 S7C2 Case studies in marketing: the Indian context	658.8 S7M2 Marketing secrets	658.8 S8 Strategic change: building a high performance organization	Next

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