Why service recovery fails: Tensions among customer, employee, and process perspectives
Year of publication: |
2009
|
---|---|
Authors: | Michel, Stefan ; Bowen, David ; Johnston, Robert |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 24917679. - Vol. 20.2009, 3/4, p. 253-273
|
Saved in:
Saved in favorites
Similar items by person
-
Why service recovery fails: Tensions among customer, employee, and process perspectives
Michel, Stefan, (2009)
-
Three outcomes of service recovery: Customer recovery, process recovery and employee recovery
Johnston, Robert, (2008)
-
Prosuming-Marketing : Konzeption und Anwendung
Michel, Stefan, (1996)
- More ...