A Mathematical Model of Service Failure and Recovery Strategies

Journal article

Peer reviewed

Zhen Zhu, K Sivakumar and A Parasuraman

Decision sciences, Vol.35(3), pp.493-525

Received: February 2003. Accepted: January 2004.

2004-08

Abstract

and Service Recovery

Mathematical Modeling

Optimization

Service Failure

Services Marketing

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Collaboration types: Domestic collaboration
Citation topics: 6 Social Sciences; 6.3 Management; 6.3.65 Customer Satisfaction
Web Of Science research areas: Management
ESI research areas: Economics & Business

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Title: A Mathematical Model of Service Failure and Recovery Strategies
Creators: Zhen Zhu
K Sivakumar - Correspondence address: Corresponding author
A Parasuraman
Publication Details: Decision sciences, Vol.35(3), pp.493-525
Publisher: Decision Sciences
Edition: Received: February 2003. Accepted: January 2004.
Number of pages: 33
Language: English
Resource Type: Journal article
Record Identifier: 991031613361002976