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Volumn 20, Issue 3, 2009, Pages 253-273

Why service recovery fails: Tensions among customer, employee, and process perspectives

Author keywords

Customer service management; Service failures

Indexed keywords


EID: 75149196248     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230910964381     Document Type: Review
Times cited : (152)

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