Development of a framework for services recovery for service industries
Service recovery refers to the actions a supplier takes in order to seek out dissatisfaction and as a response to poor service quality.The understanding of nature and determinants of service recovery performance in service industries is necessary in developing and implementing service recovery progr...
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| Main Authors: | , , , |
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| Format: | Article |
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Inderscience Publishers
2012
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/16253/ http://doi.org/10.1504/JGBA.2012.049504 |
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