Open AccessService recovery and the elusive paradox: an examination of the effects of magnitude of service failure, service failure responsiveness, service guarantee and additional recovery effort on service recovery comes
Author(s) -
Anthony K. Kerr
Publication year - 2004
Language(s) - English
Resource type - Dissertations/theses
DOI - 10.31390/gradschool_dissertations.128
Subject(s) - service recovery , service (business) , service guarantee , service level objective , business , service quality , marketing , service delivery framework , service design
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