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~person:"Svensson, Göran"
~person:"BAKALINSKY O."
~subject:"Dienstleistungssektor"
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Dienstleistungssektor
Beschwerdemanagement
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Complaint management
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Customer satisfaction
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Emotion
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Critical incident
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Fluggesellschaft
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SERVICE PROVIDER
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Service failure
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TRANSPORT BEHAVIOR
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Svensson, Göran
BAKALINSKY O.
Otero-Neira, Carmen
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Bian, Yiwen
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Homayounfard, Amir
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Høgevold, Nils
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International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
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ECONIS (ZBW)
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Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
2
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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