When public services fail : a research agenda on public service failure
Year of publication: |
2016
|
---|---|
Authors: | Walle, Steven van de |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 27.2016, 5, p. 831-846
|
Subject: | Public administration | Exit | Public services | Service failures | Service recovery | Voice | Öffentliche Dienstleistung | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Öffentliche Verwaltung |
-
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul, (2016)
-
"Explain, but make no excuses" : service recovery after public service failures
Döring, Matthias, (2022)
-
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu, (2022)
- More ...
-
Walle, Steven van de, (2008)
-
When is a service an essential public service?
Walle, Steven van de, (2009)
-
Walle, Steven van de, (2011)
- More ...