The influence of failure severity and employee effort on service recovery in a service guarantee context
Year of publication: |
2010
|
---|---|
Authors: | MacQuilken, Lisa |
Published in: |
Australasian marketing journal. - Oxford [u.a.] : Elsevier, ISSN 1320-1646, ZDB-ID 2194257-2. - Vol. 18.2010, 4, p. 214-221
|
Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungssektor | Service industry | Leistungsmotivation | Work motivation |
-
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies, (2019)
-
Jabbar, Asra, (2023)
-
Daskin, Mustafa, (2015)
- More ...
-
Consumer perceptions of bundles and time-limited promotion deals : do contracts matter?
MacQuilken, Lisa, (2015)
-
Robertson, Nichola, (2014)
-
Frontline health professionals' perceptions of their adaptive competences in service recovery
MacQuilken, Lisa, (2020)
- More ...