The contingent nature of service recovery system structures
Jeffery S. Smith and Paul F. Nagy; Kirk R. Karwan; Ed Ramirez
| Year of publication: |
2012
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|---|---|
| Authors: | Smith, Jeffery S. ; Nagy, Paul F. ; Karwan, Kirk R. ; Ramirez, Ed |
| Published in: |
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA. - Bingley : Emerald, ISSN 0144-3577, ZDB-ID 762449-9. - Vol. 32.2012, 7, p. 877-903
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| Subject: | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Kontingenztheorie | Contingency theory | USA | United States |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009572734