Scholarship & Research
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Publications tagged with "double deviation"
Service recovery paradox: Implications from an experimental study in a restaurant setting
Ok, C., Back, K., & Shanklin, C.W. (2006). Service recovery paradox: Implications from an experimental study in a restaurant setting. Journal of Hospitality & Leisure Marketing, 14(3), 17-33.
Mixed Findings on Service Recovery Paradox: An Illustration from an Experimental Study
Chihyung Ok, Ki-Joon Back, & Carol W. Shanklin. Mixed Findings on Service Recovery Paradox: An Illustration from an Experimental Study. The Service Industries Journal (2007): 27(6), 671-686.