Improvisation in service recovery

Managing Service Quality

Volumn 19, Issue 6, 2009, Pages 657-669

  Cunha, Miguel Pina ^a   Rego, Arménio ^b   Kamoche, Ken ^c  

^a NOVA SCHOOL OF BUSINESS AND ECONOMICS   (Portugal)

^b UNIVERSITY OF AVEIRO   (Portugal)

^c NOTTINGHAM TRENT UNIVERSITY   (United Kingdom)

Author keywords

Service failures; Skills; Training

Indexed keywords

EID: 72049123799     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520911005053     Document Type: Article

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