Recovering service failure through resource integration
Year of publication: |
2014
|
---|---|
Authors: | Xu, Yingzi ; Tronvoll, Bård ; Edvardsson, Bo |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 34.2014, 16, p. 1253-1271
|
Subject: | service recovery | value co-creation | resource integration | justice theory | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Betriebliche Wertschöpfung | Value creation | Service-Dominant Logic | Service-dominant logic | Kundenwert | Customer value | Kundenintegration | Customer integration | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
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