Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation

Journal of Management and Organization

Volumn 14, Issue 2, 2008, Pages 207-218

  Kimberley, Nell ^a   Härtel, Charmine E J ^a  

^a MONASH UNIVERSITY   (Australia)

Author keywords

Emotions; Justice; Service failure; Service recovery; Services marketing; Trust

Indexed keywords

EID: 50249172254     PISSN: 18333672     EISSN: None     Source Type: Journal    
DOI: 10.5172/jmo.837.14.2.207     Document Type: Article

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