Scott Baggett

Rice University

6100 South Main Street

Houston, TX 7705-1892

United States

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The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

Number of pages: 37 Posted: 02 Apr 2007
University of California, Davis - Graduate School of Management, Rice University and Clemson University
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Abstract:

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service operations, customer satisfaction, attribution theory, failure recovery, airline industry