The determinants of service recovery in the retail industry : a study of micro and small enterprises in Ghana
Margaret J. Crabbe (Ghana Institute of Management and Public Administration, GIMPA Business School, Achimota, Ghana) and Moses Acquaah (Department of Management Bryan School of Business and Economics, University of North Carolina at Greensboro, Greensboro, North Carolina, USA)
| Year of publication: |
2016
|
|---|---|
| Authors: | Crabbe, Margaret J. ; Acquaah, Moses |
| Published in: |
African journal of economic and management studies : AJEMS. - Bingley : Emerald, ISSN 2040-0705, ZDB-ID 2556176-5. - Vol. 7.2016, 1, p. 54-74
|
| Subject: | Service recovery | Empowerment | Sub-Sahara Africa | Customer relations | Employee training | Retail industry | Ghana | Einzelhandel | Retail trade | Beziehungsmarketing | Relationship marketing | KMU | SME | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Dienstleistungssektor | Service industry | Kundenservice | Customer service |