An empirical investigation of service recovery in e-retailing : an operations management perspective
Min Zhang, Xujing Dai and Zhen He
| Year of publication: |
2015
|
|---|---|
| Authors: | Zhang, Min ; Dai, Xujing ; He, Zhen |
| Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 25.2015, 3, p. 348-367
|
| Subject: | Operations management | Service recovery | E-retailing industry | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Prozessmanagement | Business process management | Kundenzufriedenheit | Customer satisfaction | Produktionswirtschaft | Production management | Dienstleistungsmanagement | Service management | Beziehungsmarketing | Relationship marketing | Online-Handel | Online retailing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011305994