Consumer complaining behavior : consumers' evaluations on service recovery strategies
Much of the service recovery research to date has attempted to identify and classify service encounters from either the customer's or employee's perspective. This research tends to examine the relative importance of service recovery activities in determining overall satisfaction and conseq...
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| Format: | Thèse |
| Langue: | English English |
| Publié: |
2001
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| Accès en ligne: | http://psasir.upm.edu.my/id/eprint/77917/1/t%20GSM%202001%2018%20%281900118322%29.pdf |
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