"Explain, but make no excuses" : service recovery after public service failures
Matthias Döring
| Year of publication: |
2022
|
|---|---|
| Authors: | Döring, Matthias |
| Published in: |
Public management review. - London : Routledge, ISSN 1471-9045, ZDB-ID 2094887-6. - Vol. 24.2022, 5, p. 799-817
|
| Subject: | public service management | service failure | Service recovery | survey experiment | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Öffentliche Dienstleistung | Public services |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/14719037.2020.1864013 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013190380