Reducing customer dissatisfaction : how important is learning to reduce service failure?
Year of publication: |
2011
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Authors: | Lapré, Michael A. |
Published in: |
Production and operations management : an international journal of the Production and Operations Management Society. - Hoboken, NJ : Wiley-Blackwell, ISSN 1059-1478, ZDB-ID 1108460-1. - Vol. 20.2011, 4, p. 491-507
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Subject: | customer dissatisfaction | learning curve | organizational learning | marketing | service failure | Lernende Organisation | Learning organization | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Lernprozess | Learning process | Beziehungsmarketing | Relationship marketing |
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