Research on Service Failure and Service Recovery From Relationship Perspective
LI Fangron · Huadong Li-Gong Daxue xuebao · 2006
Research on service failure and service recovery is very important for profit of service organizations. Moreover, it is new issue to examine the research from relationship perspective. In this paper, service relationship is defined firstly. And then, related researches are reviewed. Meanwhile, theory mechanism is discussed. At last, managerial implications and future directions are presented.