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When demographic differences exist: an analysis of service failure and recovery among diverse participants
Chung-Herrera, Beth G.; Gonzalez, Gabriel R.; Hoffman, … - In: The journal of services marketing 24 (2010) 2/3, pp. 128-141
Persistent link: https://www.econbiz.de/10003990883
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Sales organization recovery management and relationship selling : a conceptual model and empirical test
Gonzalez, Gabriel R.; Hoffman, K. Douglas; Ingram, Thomas N. - In: The journal of personal selling & sales management : JPSSM 30 (2010) 3, pp. 223-237
Persistent link: https://www.econbiz.de/10008647388
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The sales recovery audit : learning to walk the talk
Gonzalez, Gabriel R.; Hoffman, K. Douglas; Ingram, Thomas N. - In: Industrial marketing management : the international … 43 (2014) 1, pp. 146-154
Persistent link: https://www.econbiz.de/10010359361
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Retrospective: tracking service failures and employee recovery efforts
Hoffman, K. Douglas; Kelley, Scott W.; Rotalsky, Holly M. - In: The journal of services marketing 30 (2016) 1, pp. 7-10
Persistent link: https://www.econbiz.de/10011445577