1998•CAUTHE 1998: Progress in tourism and hospitality research: Proceedings of the eighth Australian Tourism and Hospitality Research Conference, 11-14 February 1998, Gold Coast, Queensland, AustraliaRequires access

Dealing with service failures: The effect of procedures and compensation on satisfaction and complaint behaviour

Beverley Sparks, Janet R. McColl‐Kennedy

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Key concepts: Complaint, Compensation (psychology), Customer satisfaction, Service (business), Patient satisfaction, Service recovery, Psychology, Service quality

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