Retrospective: tracking service failures and employee recovery efforts
Year of publication: |
2016
|
---|---|
Authors: | Hoffman, K. Douglas ; Kelley, Scott W. ; Rotalsky, Holly M. |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 30.2016, 1, p. 7-10
|
Subject: | Service encounter | Service recovery | Service failures | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
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