Modeling opportunities in service recovery and customer-managed interactions

Research output: Contribution to journalArticle

28 Scopus citations
Original languageEnglish (US)
Pages (from-to)590-593
Number of pages4
JournalMarketing Science
Volume25
Issue number6
DOIs
StatePublished - Nov 1 2006

Keywords

  • Customer-managed interactions
  • Self-service technologies
  • Service-recovery strategies

ASJC Scopus subject areas

  • Business and International Management
  • Marketing

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