Publications tagged with "post-recovery overall satisfaction"
Service recovery paradox: Implications from an experimental study in a restaurant setting
Ok, C., Back, K., & Shanklin, C.W. (2006). Service recovery paradox: Implications from an experimental study in a restaurant setting. Journal of Hospitality & Leisure Marketing, 14(3), 17-33.
Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences
Ok, C., Back, K., & Shanklin, C.W. (2006). Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences. Journal of Foodservice Business Research, 8(3), 3-22.