I want to believe they really care : how complaining customers want to be treated by frontline employees
Year of publication: |
2011
|
---|---|
Authors: | Gruber, Thorsten |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 22.2011, 1, p. 85-110
|
Subject: | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Arbeitsverhalten | Work behaviour | Glaubwürdigkeit | Credibility |
-
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid, (2016)
-
Explanation information and source in service recovery initiatives
Baker, Thomas, (2014)
-
Harris, Lloyd C., (2010)
- More ...
-
The Long and Winding Road: Building Legitimacy for Complex Social Innovation in Networks
Verleye, Katrien, (2019)
-
Elevating the human experience (HX) through service research collaborations : introducing ServCollab
Fisk, Raymond P., (2020)
-
Lu, Vinh Nhat, (2020)
- More ...