Author: Beverley A. Sparks
Publications
Co-authors
Productive Colleagues
Publications
McColl-Kennedy, Janet R., Sparks, Beverley A. (2003): Application of Fairness Theory to Service Failure and Service Recovery. In Journal of Service Research, 5 (3) pp. 251-266.
McColl-Kennedy, Janet R., Daus, Catherine S., Sparks, Beverley A. (2003): The Role of Gender in Reactions to Service Failure and Recovery. In Journal of Service Research, 6 (1) pp. 66-82.
Sparks, Beverley A., McColl-Kennedy, Janet R. (2001): Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Settin. In Journal of Business Research, 54 (3) pp. 209-218.