Ashill, Nicholas J.; Carruthers, Janet; Krisjanous, Jayne - In: Journal of Services Marketing 19 (2005) 5, pp. 293-308
Purpose – This paper proposes investigating a model of service recovery performance in a public health‐care setting. Design/methodology/approach – Frontline hospital staff (administrative and nursing staff) representing a range of out‐patient departments/clinics in a New Zealand...