Customer and employee views of critical service incidents

Journal of Services Marketing

Volumn 18, Issue 4, 2004, Pages 241-254

  Chung Herrera, Beth G ^a   Goldschmidt, Nadav ^b   Hoffman, K Doug ^c  

^a SAN DIEGO STATE UNIVERSITY   (United States)

^b Israeli Center for Academic Studies   (Israel)

^c Veterinary Dentistry and Oral Surgery   (United States)

Author keywords

Critical incident technique; Customers; Employees; Service failures

Indexed keywords

EID: 84992974058     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410542245     Document Type: Article

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