1. Contingencies and characteristics of service recovery system design: Insights from retail banking. Issue 11 (7th November 2016) Authors: Contiero, Enrico; Ponsignon, Frederic; Smart, Philip Andrew; Vinelli, Andrea Journal: International journal of operations & production management Issue: Volume 36:Issue 11(2016) Page Start: 1644 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗