Publications tagged with "service recovery"

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.

Modeling roles of service recovery strategy: A relationship-focused view

Ok, C., Back, K., & Shanklin, C.W. (2005). Modeling roles of service recovery strategy: A relationship-focused view. Journal of Hospitality and Tourism Research, 29(4), 484-507.

Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences

Ok, C., Back, K., & Shanklin, C.W. (2006). Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences. Journal of Foodservice Business Research, 8(3), 3-22.

Generalizing survey results from student samples: Implications from service recovery research

Ok, C., Shanklin, C.W., & Back, K. (2008). Generalizing survey results from student samples: Implications from service recovery research. Journal of Quality Assurance in Hospitality & Tourism, 8(4), 1-23.