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The Service Industries Journal Volume 34, 2014 - Issue 1
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Articles

Cross-generational perceptions and reactions during service recovery

Edward KasabovUniversity of Exeter Business School, Streatham Court, University of Exeter, Exeter, EX4 4ST, UK;ESRC/EPSRC Advanced Institute of Management Research (AIM), WC1B 5DN, London, UKCorrespondence[email protected]
&
Tessa HainCustomer Relationship Management, Accenture, Frankfurt am Main, Germany
Pages 71-87 | Received 12 Apr 2011, Accepted 08 Feb 2012, Published online: 20 Feb 2013

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