Three outcomes of service recovery: Customer recovery, process recovery and employee recovery
| Year of publication: |
2008
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|---|---|
| Authors: | Johnston, Robert ; Michel, Stefan |
| 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 7624499. - Vol. 28.2008, 1-2, p. 79-105
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