Service recovery: Its value and limitations as a retail strategy
| Year of publication: |
1996
|
|---|---|
| Authors: | Brown, Stephen W. ; Cowles, Deborah L. ; Tuten, Tracy L. |
| Published in: |
International journal of service industry management : IJSIM. - Bradford : Emerald, ZDB-ID 1041356x. - Vol. 7.1996, 5, p. 32-46
|