An integrated service recovery process for service failures : insights from systematic review
Sohail Anwar and Wilson Ozuem
| Year of publication: |
2022
|
|---|---|
| Authors: | Anwar, Sohail ; Ozuem, Wilson |
| Published in: |
Qualitative market research : an international journal. - Bingley : Emerald, ISSN 1758-7646, ZDB-ID 2012932-4. - Vol. 25.2022, 4, p. 433-452
|
| Subject: | Factors | Post-recovery | Pre-recovery | Recovery | Service failure | Service recovery (SR) | Service recovery process (SRPs) | Strategies | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/QMR-12-2021-0147 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013380492