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Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction

✍ Scribed by Lin, Ingrid Y.; Mattila, Anna S.


Book ID
115522599
Publisher
Haworth Press Inc
Year
2010
Tongue
English
Weight
236 KB
Volume
19
Category
Article
ISSN
1936-8623

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Perceived justice of service recovery st
✍ Rodolfo VΓ‘zquez-Casielles; Leticia SuΓ‘rez Álvarez; Ana Maria DΓ­az MartΓ­n πŸ“‚ Article πŸ“… 2010 πŸ› John Wiley and Sons 🌐 English βš– 128 KB

## Abstract This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model