Comparing the diffusion of online service recovery in small and large organisations
Year of publication: |
2006
|
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Authors: | Neale, Larry ; Murphy, Jamie ; Scharl, Arno |
Publisher: |
Taylor & Francis |
Subject: | Marketing Management (incl. Strategy and Customer Relations) | Electronic customer service | SMEs | service recovery | electronic mail | diffusion of innovations |
Type of publication: | Article |
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Notes: | DOI:10.1080/13527260600719790 Neale, Larry, Murphy, Jamie, & Scharl, Arno (2006) Comparing the diffusion of online service recovery in small and large organisations. Journal of Marketing Communications, 12(3), pp. 165-181. QUT Business School; School of Advertising, Marketing and Public Relations |
Source: | BASE |
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