@article{bfb4cf7607844ed3a922c8e4f3a5eaa0,
title = "Modeling opportunities in service recovery and customer-managed interactions",
keywords = "Customer-managed interactions, Self-service technologies, Service-recovery strategies",
author = "A. Parasuraman",
year = "2006",
month = nov,
day = "1",
doi = "10.1287/mksc.1050.0173",
language = "English (US)",
volume = "25",
pages = "590--593",
journal = "Marketing Science",
issn = "0732-2399",
publisher = "INFORMS Inst.for Operations Res.and the Management Sciences",
number = "6",
}