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The Role of Cognition and Affect in the Formation of Customer Satisfaction Judgements concerning Service Recovery Encounters

Lookup NU author(s): Professor Klaus Schoefer

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Publication metadata

Author(s): Schoefer K

Publication type: Article

Publication status: Published

Journal: Journal of Consumer Behaviour

Year: 2008

Volume: 7

Issue: 3

Pages: 210-221

ISSN (print): 1472-0817

ISSN (electronic): 1479-1838

Publisher: John Wiley & Sons Ltd.

URL: http://dx.doi.org/10.1002/cb.246

DOI: 10.1002/cb.246

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