Assessing the additional impact of Process Recovery Communications on Customer Outcomes: A Comprehensive Service Recovery Approach
Year of publication: |
2009-04
|
---|---|
Authors: | VAERENBERGH, Y. VAN ; LARIVIÈRE, B. ; VERMEIR, I. |
Institutions: | Faculteit Economie en Bedrijfskunde, Universiteit Gent |
Subject: | Service failure | service recovery | customer recovery | process recovery | communication |
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