Three dimensions of service recovery : examining relationship and impact
Year of publication: |
2016
|
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Authors: | Kumar, Maneesh ; Kumar, Niraj |
Published in: |
Supply chain management : an international journal. - Bingley : Emerald Group Publishing Limited, ISSN 1359-8546, ZDB-ID 1386978-4. - Vol. 21.2016, 2, p. 273-286
|
Subject: | Case studies | Call centre | Complaints | Service recovery | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Callcenter | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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