Customer satisfaction, service failure, and service recovery

Anna S. Mattila, Heejung Ro

Research output: Chapter in Book/Report/Conference proceedingChapter

5 Scopus citations
Original languageEnglish (US)
Title of host publicationHandbook of Hospitality Marketing Management
PublisherTaylor and Francis
Pages296-323
Number of pages28
ISBN (Electronic)9780080569437
ISBN (Print)9780080450803
StatePublished - Nov 4 2009

All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)

Cite this

Mattila, A. S., & Ro, H. (2009). Customer satisfaction, service failure, and service recovery. In Handbook of Hospitality Marketing Management (pp. 296-323). Taylor and Francis.