Contingencies and characteristics of service recovery system design : insights from retail banking

Enrico Contiero, Frederic Ponsignon, Philip Andrew Smart and Andrea Vinelli

Year of publication:	2016
Authors:	Contiero, Enrico ; Ponsignon, Frederic ; Smart, Philip Andrew ; Vinelli, Andrea
Published in:	International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA. - Bingley : Emerald, ISSN 0144-3577, ZDB-ID 762449-9. - Vol. 36.2016, 11, p. 1644-1667
Subject:	Service design \| Service operations \| Case study \| Service recovery \| Dienstleistungsqualität \| Service quality \| Beschwerdemanagement \| Complaint management \| Kundenservice \| Customer service \| Privatkundengeschäft \| Personal banking \| Beziehungsmarketing \| Relationship marketing \| Dienstleistungsmanagement \| Service management \| Kundenzufriedenheit \| Customer satisfaction \| Bankgeschäft \| Banking services

Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1108/IJOPM-06-2015-0325 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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