Service failure recovery and prevention : managing stockouts in distribution channels
Yan Dong; Kefeng Xu; Tony Haitao Cui; Yuliang Yao
Year of publication: |
2015
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Authors: | Yan, Dong ; Xu, Kefeng ; Cui, Tony Haitao ; Yao, Yuliang |
Published in: |
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences. - Catonsville, MD : INFORMS, ISSN 0732-2399, ZDB-ID 883054-X. - Vol. 34.2015, 5, p. 689-701
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Subject: | service failure prevention and recovery | stockouts | distribution channel governance | Vertriebsweg | Distribution channel | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management |
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