How can organizational tolerance toward frontline employees' errors help service recovery?
Julien Cusin and Michaël Flacandji
| Year of publication: |
2022
|
|---|---|
| Authors: | Cusin, Julien ; Flacandji, Michaël |
| Published in: |
Journal of personal selling & sales management : JPSSM. - London : Routledge, Taylor & Francis, ISSN 1557-7813, ZDB-ID 2068748-5. - Vol. 42.2022, 2, p. 91-106
|
| Subject: | customer experience | employee experience | error tolerance | service failure | service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Arbeitsverhalten | Work behaviour |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/08853134.2021.2005612 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013361660