Common mistakes in designing and implementing service guarantees
Year of publication: |
2011
|
---|---|
Authors: | McColl, Rod ; Mattsson, Jan |
Published in: |
Journal of Services Marketing. - Emerald Group Publishing Limited, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 25.2011, 6, p. 451-461
|
Publisher: |
Emerald Group Publishing Limited |
Subject: | Service guarantees | Qualitative research | Australian service firms | Service control | Australia | Customer services quality |
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