Ok, Chihyung; Back, Ki-Joon; Shanklin, Carol W. - In: The Service Industries Journal 27 (2007) 6, pp. 671-686
The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each (2 × 2 × 2...