Complaining customers, service recovery and continuous improvement

Managing Service Quality: An International Journal

Volumn 8, Issue 1, 1998, Pages 68-71

  Eccles, G ^a   Durand, P ^a  

^a Business Performance Division: MSB (Managing the Service Business)   (United Kingdom)

Author keywords

Customer service; Hotels; Kaizen; Quality

Indexed keywords

EID: 33749383081     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529810199421     Document Type: Article

References (0)