Critical antecedents to service recovery performance : some evidence and implications for service industry
Year of publication: |
2015
|
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Authors: | Daskin, Mustafa ; Yilmaz, Ozgur Devrim |
Published in: |
International journal of management practice : IJMP. - Olney, Bucks : Inderscience Enterprises, ISSN 1477-9064, ZDB-ID 2164926-1. - Vol. 8.2015, 1, p. 70-97
|
Subject: | service recovery performance | frontline employees | management commitment | organisational politics | hotels | Dienstleistungssektor | Service industry | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Hotellerie | Hotel industry | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
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