The influence of failure severity and employee effort on service recovery in a service guarantee context
| Data(s) |
01/11/2010
|
|---|---|
| Identificador | |
| Idioma(s) |
eng |
| Publicador |
Elsevier Ltd |
| Relação |
http://dro.deakin.edu.au/eserv/DU:30031370/mcquilken-theinfluenceof-2010.pdf http://dro.deakin.edu.au/eserv/DU:30031370/mcquilken-theinfluenceof-evidence-2010.pdf http://dx.doi.org/10.1016/j.ausmj.2010.07.003 |
| Direitos |
2010, Australian and New Zealand Marketing Academy. |
| Palavras-Chave | #service failure severity #service recovery #perceived employee effort #negative WOM |
| Tipo |
Journal Article |
