The influence of customer participation on service failure perceptions
Year of publication: |
March-April 2017
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Authors: | Koc, Erdogan ; Ulukoy, Metin ; Kilic, Recep ; Yumusak, Sedat ; Bahar, Reyhan |
Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 28.2017, 3/4, p. 390-404
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Subject: | service failure | customer participation | customer co-production | hospitality | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenintegration | Customer integration | Krankenhaus | Hospital | Kundenservice | Customer service |
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