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      Service Failure in Online Retailing : A Recovery Opportunity

      Author(s): ,
      Publication date Created:
      Publication date (Print):
      Journal: Journal of Service Research
      Publisher: SAGE Publications

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          The Commitment-Trust Theory of Relationship Marketing

          Robert M. Morgan, Shelby D. Hunt (1994)
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            The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

            Mary Bitner, Bernard Booms, Mary Tetreault (1990)
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              Measuring the Customer Experience in Online Environments: A Structural Modeling Approach

              Thomas P. Novak, Donna Hoffman, Yiu-Fai Yung (2000)
              Article 0 comments Cited 442 times – based on 0 reviews     Review now
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                Author and article information

                Journal
                Title: Journal of Service Research
                Abbreviated Title: Journal of Service Research
                Publisher: SAGE Publications
                ISSN (Print): 1094-6705
                ISSN (Electronic): 1552-7379
                Publication date Created: June 29 2016
                Publication date (Print): June 29 2016
                Volume: 6
                Issue: 1
                Pages: 92-105
                Article
                DOI: 10.1177/1094670503254288
                SO-VID: f46ac32d-366f-4e32-87dd-1689f7befae0
                Copyright © © 2016
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                http://journals.sagepub.com/page/policies/text-and-data-mining-license

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