@ARTICLE{are2010,
     Title={Are We Satisfied with Incompetent Services? A Scale Development Approach for Service Recovery},
     Author={Sabharwal, Nidhi; Soch, Harmeen and Kaur, Harsandaldeep },
     Journal={Journal of Services Research},
     Volume={10},
     Number={1},
     Pages={125-142},
     Publisher={},
     Year={2010}
}