How can organizational tolerance toward frontline employees' errors help service recovery?
Year of publication: |
2022
|
---|---|
Authors: | Cusin, Julien ; Flacandji, Michaël |
Published in: |
Journal of personal selling & sales management : JPSSM. - London : Routledge, Taylor & Francis, ISSN 1557-7813, ZDB-ID 2068748-5. - Vol. 42.2022, 2, p. 91-106
|
Subject: | customer experience | employee experience | error tolerance | service failure | service recovery | Kundenservice | Customer service | Mobilkommunikation | Mobile communications | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
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