Service problems and recovery strategies: An examination of the critical incident technique in a business-to-business market

International Journal of Retail & Distribution Management

Volumn 26, Issue 11, 1998, Pages 429-438

  Lockshin, Larry ^a   Mcdougall, Gordon ^b  

^a UNIVERSITY OF ADELAIDE   (Australia)

^b WILFRID LAURIER UNIVERSITY   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84986132945     PISSN: 09590552     EISSN: None     Source Type: Journal    
DOI: 10.1108/09590559810246395     Document Type: Article

References (28)

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