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—Modeling Opportunities in Service Recovery and Customer-Managed Interactions

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  • A. Parasuraman

    (University of Miami, P.O. Box 248147, Coral Gables, Florida 33124-6554)

Abstract

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Suggested Citation

  • A. Parasuraman, 2006. "—Modeling Opportunities in Service Recovery and Customer-Managed Interactions," Marketing Science, INFORMS, vol. 25(6), pages 590-593, 11-12.
    • Handle: RePEc:inm:ormksc:v:25:y:2006:i:6:p:590-593
    DOI: 10.1287/mksc.1050.0173
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    References listed on IDEAS

    as
    1. Steven M. Shugan, 2004. "The Impact of Advancing Technology on Marketing and Academic Research," Marketing Science, INFORMS, vol. 23(4), pages 469-475.
    2. Webster, Cynthia & Sundaram, D. S., 1998. "Service consumption criticality in failure recovery," Journal of Business Research, Elsevier, vol. 41(2), pages 153-159, February.
    3. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
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    Cited by:

    1. Jasenko Arsenovic & Bo Edvardsson & Bård Tronvoll, 2019. "Moving Toward Collaborative Service Recovery: A Multiactor Orientation," Service Science, INFORMS, vol. 11(3), pages 201-212, October.
    2. Avadhut Arun Patwardhan & Neeraj Pandey, 2021. "Analyzing Role of E-SERVQUAL Constructs for Post-pandemic Recovery of Indian Taxi Aggregator Services," International Journal of Global Business and Competitiveness, Springer, vol. 16(1), pages 89-102, December.
    3. Mane Medic & Mladen Pancic & Sasa Ilic, 2013. "Quality Management In The Function Of Public Transport," Interdisciplinary Management Research, Josip Juraj Strossmayer University of Osijek, Faculty of Economics, Croatia, vol. 9, pages 273-284.
    4. Rachel R. Chen & Eitan Gerstner & Yinghui (Catherine) Yang, 2012. "Customer Bill of Rights Under No-Fault Service Failure: Confinement and Compensation," Marketing Science, INFORMS, vol. 31(1), pages 157-171, January.
    5. Adil Zahoor, 2023. "Capitalizing on Service Failures: Implications for Customer Engagement and Loyalty," Business Perspectives and Research, , vol. 11(1), pages 81-93, January.

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