The impact of failure severity, prior failure, and company control on service recovery outcomes
Teresa K. Betts, Matthew S. Wood, and Suresh K. Tadisina
| Year of publication: |
2011
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|---|---|
| Authors: | Betts, Teresa K. ; Wood, Matthew S. ; Tadisina, Suresh K. |
| Published in: |
Journal of leadership & organizational studies : JLOS; official journal of the Midwest Academy of Management. - Thousand Oaks, Calif. : Sage, ISSN 1548-0518, ZDB-ID 2169593-3. - Vol. 18.2011, 3, p. 365-376
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| Subject: | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Hochschule | Higher education institution | 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/10009273179