An integrated service recovery system (ISRS): Influence on knowledge-intensive business services performance

European Journal of Marketing

Volumn 47, Issue 5, 2013, Pages 934-963

  Santos Vijande, María Leticia ^a   Díaz Martín, Ana María ^b   Suárez Álvarez, Leticia ^a   Río Lanza, Ana Belén del ^a  

^a UNIVERSITY OF OVIEDO   (Spain)

^b UNIVERSIDAD AUTÓNOMA DE MADRID   (Spain)

Author keywords

Business performance; KIBS; Recovery; Service delivery systems; Service failures

Indexed keywords

EID: 84878881886     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090561311306994     Document Type: Review

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