期刊名称：International Journal of Advances in Engineering and Management
电子版ISSN：2395-5252
出版年度：2020
卷号：2
期号：10
页码：616-625
DOI：10.35629/5252-0210518523
语种：English
出版社：IJAEM JOURNAL
摘要：Service recovery, or ``doing things very right the second time'' has been identified as a strategic issue in the services marketing and management literature. So far, much of the research on this phenomenon has departed from the disconfirmation paradigm.
