Frontline health professionals' perceptions of their adaptive competences in service recovery
Year of publication: |
2020
|
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Authors: | MacQuilken, Lisa ; Robertson, Nichola ; Abbas, Ghassan ; Polonsky, Michael J. |
Published in: |
Journal of strategic marketing. - London : Routledge, ISSN 1466-4488, ZDB-ID 2020800-5. - Vol. 28.2020, 1, p. 70-94
|
Subject: | cultural competence | Frontline health professionals | interpersonal fairness | self-management | service recovery performance | social capacity | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kompetenz | Competence | Gerechtigkeit | Justice | Gesundheitsberufe | Health personnel |
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