Most business management research to date has either failed to look at firm size as a factor or focused its attention on large companies. The fact is, however, that small and medium-sized enterprises (SMEs) are unique, making general assumptions applicable to other types of firms of little use....

<title>Abstract</title> Research and practice show that effective management of service recovery processes boosts customer satisfaction. Under this assumption, the purpose of this paper is to analyze a set of factors which may determine satisfaction with recovery processes and loyalty. We also analyze the role...