Service Recovery: Is Choosing Timing to Recover Needed While Catering to Her or His Likes?
Tang Xiaofei,Zhong Shuai,Jia Jianmin
Tang Xiaofei, School of Business Administration, Southwestern University of Finance and Economics;
Zhong Shuai, School of Business, YunNan University of Finance and Economics;
Jia Jianmin, School of Economics Administration, Southwestern JiaoTong University.
Tang Xiaofei,Zhong Shuai,Jia Jianmin. Service Recovery: Is Choosing Timing to Recover Needed While Catering to Her or His Likes?[J]. Journal of Marketing Science, 2013, 9(3): 45-59.