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Analyzing service failures and recoveries: A process approach
Michel, Stefan - In: International journal of service industry management : IJSIM 12 (2001) 1, pp. 20-33
Persistent link: https://www.econbiz.de/10007114627
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The service recovery paradox: true but overrated?
Michel, Stefan; Meuter, Matthew L. - In: International journal of service industry management : IJSIM 19 (2008) 4, pp. 441-457
Persistent link: https://www.econbiz.de/10008089728
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The service recovery paradox: true but overrated?
Michel, Stefan; Meuter, Matthew L. - In: International journal of service industry management : IJSIM 19 (2008) 3-4, pp. 441-457
Persistent link: https://www.econbiz.de/10008100328