# Consumer responses to compensation, speed of recovery and apology after a service failure

**Type:** Papers  
**Canonical URL:** https://picoportal.org/library/papers/consumer-responses-to-compensation-speed-of-recovery-and-apology-after-a-service/

## Facts

| Field | Value |
| --- | --- |
| Author Names | Jochen Wirtz,Anna S. Mattila |
| Citations | 720 |
| DOI | 10.1108/09564230410532484 |
| Fields | Business, Management and Accounting,Social Sciences |
| Open Access | false |
| OA Status | closed |
| OpenAlex ID | https://openalex.org/W2062193161 |
| Type | article |
| Year | 2004 |

## Paper authors

- [Jochen Wirtz](https://picoportal.org/library/researchers/jochen-wirtz/)
- [Anna S. Mattila](https://picoportal.org/library/researchers/anna-s-mattila/)

## Paper journal

- [International Journal of Service Industry Management](https://picoportal.org/library/journals/international-journal-of-service-industry-management/)

## Paper primary topic

- [Customer Service Quality and Loyalty](https://picoportal.org/library/topics/customer-service-quality-and-loyalty/)

## Paper topics

- [Customer Service Quality and Loyalty](https://picoportal.org/library/topics/customer-service-quality-and-loyalty/)
- [Psychology of Social Influence](https://picoportal.org/library/topics/psychology-of-social-influence/)
- [Consumer Behavior in Brand Consumption and Identification](https://picoportal.org/library/topics/consumer-behavior-in-brand-consumption-and-identification/)

---
Source: PICO Portal — public research metadata, principally OpenAlex. See https://picoportal.org/library/sources/ for provenance and https://picoportal.org/library/methodology/ for what these figures mean.