Theoretical advances in service breakdown prevention and recovery : rich service enactment to improve server-client interactions and outcomes
Rouxelle de Villiers, Arch G. Woodside, Pornchanoke Tipgomut
| Year of publication: |
2023
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|---|---|
| Authors: | De Villiers, Rouxelle ; Woodside, Arch G. ; Tipgomut, Pornchanoke |
| Published in: |
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC). - [London] : Sage Publishing, ISSN 1839-3349, ZDB-ID 2211477-4. - Vol. 31.2023, 2, p. 164-180
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| Subject: | client-service encounters | hospitality | service breakdown | service failure | service recovery | training strategies | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Krankenhaus | Hospital | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Dienstleistungsmanagement | Service management | Gastgewerbe | Hospitality industry | Dienstleistungsmarketing | Services marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/18393349221075693 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014252829