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
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|---|---|
| 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
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| 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 |
Persistent link: https://www.econbiz.de/10011628821