Business (not) as usual: Crisis management, service recovery and the vulnerability of organizations

Journal of Services Marketing

Volumn 19, Issue 5, 2005, Pages 309-320

  Smith, Denis ^a  

^a UNIVERSITY OF LIVERPOOL MANAGEMENT SCHOOL   (United Kingdom)

Author keywords

Performance management; Service failures; Service improvements; Service industries

Indexed keywords

EID: 19044398251     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040510609925     Document Type: Article

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