Three dimensions of service recovery : examining relationship and impact
Maneesh Kumar (Department of Logistics and Operations Management, Cardiff University, Cardiff, UK), and Niraj Kumar (Sheffield University Management School, the University of Sheffield, Sheffield, UK)
| Year of publication: |
2016
|
|---|---|
| Authors: | Kumar, Maneesh ; Kumar, Niraj |
| Published in: |
Supply chain management : an international journal. - Bingley : Emerald Group Publishing Limited, ISSN 1359-8546, ZDB-ID 1386978-4. - Vol. 21.2016, 2, p. 273-286
|
| Subject: | Case studies | Call centre | Complaints | Service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Callcenter | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/SCM-03-2015-0086 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011544928