@ARTICLE{service2008,
     Title={Service Recovery Research: A Review and Future Directions},
     Author={Sabharwal, Nidhi; Soch, Harmeen Kaur and Kaur, Harsandaldeep },
     Journal={Gyan Journal of Management and Technology},
     Volume={2},
     Number={2},
     Pages={117-135},
     Publisher={},
     Year={2008}
}