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Ditemukan 1 dari pencarian Anda melalui kata kunci: author=Bart Larivie`re

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Customer intentions to invoke service guarantees Do excellence in service rec…

Yves Van Vaerenbergh Arne De Keyser Bart Larivie`re

Abstract Purpose – Many service providers feel confident about their service quality and thus offer service guarantees to their customers. Yet service failures are inevitable. As guarantees can only be invoked when customers report service failures, firms are given the opportunity to redress the original failure potentially influencing customer outcomes. The purpose of this paper is to prov…

Edisi: Managing Service Quality: An International Journal
ISBN/ISSN: -
Deskripsi Fisik: 20 halaman
Judul Seri: Customer intentions to invoke service guarantees Do excellence in service recovery, type of guarantee and cultural orientation matter?
No. Panggil: ATC PO YVE a

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