TY  - JOUR
AB  - Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions are: awareness, process quality, and intent. The framework provides a holistic understanding of the antecedents and consequences of customer (dis) satisfaction in service failure and presents implications for management. It also presents an agenda for future research in this area.
VL  - 16
IS  - 6
SN  - 0959-6119
DO  - 10.1108/09596110410550789
UR  - https://doi.org/10.1108/09596110410550789
AU  - McCole Patrick
PY  - 2004
Y1  - 2004/01/01
TI  - Dealing with complaints in services
T2  - International Journal of Contemporary Hospitality Management
PB  - Emerald Group Publishing Limited
SP  - 345
EP  - 354
Y2  - 2024/04/20
ER  -