Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Gielis A. H. van der Heijden; Jeroen J. L. Schepers; Edwin J. Nijssen; Andrea Ordanini
| Year of publication: |
2013
|
|---|---|
| Authors: | Heijden, Gielis A. H. van der ; Schepers, Jeroen J. L. ; Nijssen, E. J. ; Ordanini, Andrea |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 41.2013, 5, p. 515-530
|
| Subject: | Frontline service employees | Recovery service | Innovation | Knowledge sourcing | Ideas for improvement | Service portfolio | Kundenservice | Customer service | USA | United States | Dienstleistungssektor | Service industry | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010126691