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Journal Articles

Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter?

Yves Van Vaerenbergh, Arne De Keyser, Bart Larivière

Managing Service Quality: An International Journal (2014) 24 (1): 45–62.

https://doi.org/10.1108/MSQ-06-2013-0115

Published: 07 January 2014

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Journal Articles

Service recovery's impact on customers next-in-line

Yves Van Vaerenbergh, Iris Vermeir, Bart Larivière

Managing Service Quality: An International Journal (2013) 23 (6): 495–512.

https://doi.org/10.1108/MSQ-03-2013-0037

Published: 18 November 2013

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