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Search results with tag "Closing the"
SERVICE RECOVERY MANAGEMENT: CLOSING THE GAP …
www.dienstleistungsmarketing.ch3 process recovery (learn from failures to avoid them in the future), and employee (prepare employees to deal with failures) recovery. Customer Recovery Fairness is the key Recent contributions show that perceived justice is a significant factor in service recovery
SERVICE RECOVERY MANAGEMENT: CLOSING THE GAP …
www.dienstleistungsmarketing.chSERVICE RECOVERY MANAGEMENT: CLOSING THE GAP BETWEEN BEST PRACTICES AND ACTUAL PRACTICES by Stefan Michel, David Bowen and Robert Johnston EXECUTIVE OVERVIEW