Empirical profiles of service recovery systems : the maturity perspective
Year of publication: |
2010
|
---|---|
Authors: | Smith, Jeffery S. ; Karwan, Kirk R. |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 13.2010, 1, p. 111-125
|
Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Ablauf | Process | USA | United States |
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