A public organization provided a poor service : is there anything they can do to make it right with the citizen?
James Gerard Caillier
| Year of publication: |
2023
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| Authors: | Caillier, James Gerard |
| Published in: |
Public performance & management review. - Abingdon, Oxon : Routledge, Taylor & Francis, ISSN 1557-9271, ZDB-ID 2016974-7. - Vol. 46.2023, 6, p. 1469-1501
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| Subject: | empathetic apology | Justice Perceptions | Positive Word-Of-Mouth | Public Organizations | Recovery Satisfaction | reperformance | Service Failure | Service Recovery | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Öffentliche Dienstleistung | Public services | Öffentliche Verwaltung | Public administration | Gerechtigkeit | Justice | Virales Marketing | Viral marketing | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15309576.2023.2257681 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014414145