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Bowen, David
Michel, Stefan
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Journal of service management
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Why service recovery fails: Tensions among customer, employee, and process perspectives
Michel, Stefan
;
Bowen, David
;
Johnston, Robert
- In:
Journal of service management
20
(
2009
)
3/4
,
pp. 253-273
Persistent link: https://www.econbiz.de/10008374474
Saved in:
2
Why service recovery fails: Tensions among customer, employee, and process perspectives
Michel, Stefan
;
Bowen, David
;
Johnston, Robert
- In:
Journal of service management
20
(
2009
)
3
,
pp. 253-273
Persistent link: https://www.econbiz.de/10008374516
Saved in:
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