The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Abstract
Service failures represent temporary or permanent interruptions of the customer’s regular service experience. Although the literature identifies an extensive set of organizational alternatives for...
Paper Details
Title
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Published Date
Dec 25, 2018
Journal
Volume
22
Issue
2
Pages
103 - 119
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Notes
History