Don’t just fix it, make it better! Using frontline service employees to improve recovery performance
| Year of publication: |
2013
|
|---|---|
| Authors: | Heijden, Gielis A. H. ; Schepers, Jeroen J. L. ; Nijssen, Edwin 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 11878654. - Vol. 41.2013, 5, p. 515-530
|