Don't just fix it, make it better! Using frontline service employees to improve recovery performance

Journal of the Academy of Marketing Science

Volumn 41, Issue 5, 2013, Pages 515-530

  van der Heijden, Gielis A H ^a   Schepers, Jeroen J L ^a   Nijssen, Edwin J ^a   Ordanini, Andrea ^b  

^a EINDHOVEN UNIVERSITY OF TECHNOLOGY   (Netherlands)

^b BOCCONI UNIVERSITY   (Italy)

Author keywords

Frontline service employees; Ideas for improvement; Innovation; Knowledge sourcing; Recovery service; Service portfolio

Indexed keywords

EID: 84881056624     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-012-0324-3     Document Type: Article

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