An integrated service recovery system (ISRS)
作者： María Leticia Santos‐Vijande , Ana María Díaz‐Martín , Leticia Suárez‐Álvarez , Ana Belén del Río‐Lanza
DOI: 10.1108/03090561311306994
关键词: Service (economics) 、 Marketing 、 Order (exchange) 、 Service recovery 、 Empirical evidence 、 Work (electrical) 、 Construct (philosophy) 、 Test (assessment) 、 Causal model 、 Business
摘要: Purpose–Appropriate management of service failures involves a complex organizational response that allows an effective internal and external recovery, learn from mistakes and …
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