Planning and implementing effective service guarantee programs
Year of publication: |
2014
|
---|---|
Authors: | Berman, Barry ; Mathur, Anil |
Published in: |
Business horizons. - Amsterdam : Elsevier, ISSN 0007-6813, ZDB-ID 222663-7. - Vol. 57.2014, 1, p. 107-116
|
Subject: | Service guarantees | Service failures | Service recovery programs | Complaining behavior | Customer dissatisfaction | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
-
Van Vaerenbergh, Yves, (2014)
-
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M., (2019)
-
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong, (2016)
- More ...
-
Planning and implementing effective service guarantee programs
Berman, Barry, (2014)
-
Lee, Keun, (2011)
-
BAKER, ANDREW, (2013)
- More ...