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SERVICE RECOVERY MANAGEMENT: CLOSING THE GAP …
www.dienstleistungsmarketing.chSERVICE RECOVERY MANAGEMENT: CLOSING THE GAP BETWEEN BEST PRACTICES AND ACTUAL PRACTICES Stefan Michel Assistant Professor of Marketing Thunderbird, The Garvin School of International Management
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