Retrospective: tracking service failures and employee recovery efforts
K. Douglas Hoffman (Marketing Department, Colorado State University, Fort Collins, Colorado, USA), Scott W. Kelley (Department of Marketing, University of Kentucky, Lexington, Kentucky, USA), and Holly M. Rotalsky (Phoenix Contact USA, Atlanta, Georgia, USA)
| Year of publication: |
2016
|
|---|---|
| Authors: | Hoffman, K. Douglas ; Kelley, Scott W. ; Rotalsky, Holly M. |
| Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 30.2016, 1, p. 7-10
|
| Subject: | Service encounter | Service recovery | Service failures | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-10-2015-0316 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011445577