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Service recovery and service continuity /
Steve Baron is Professor of Marketing at the University of LiverpoolManagement School, and Head of the Division of Marketing andInternational Business. He is Chair of the UK Academy of MarkingSpecial Interest Group for Services Marketing. His current researchinterests include the understanding of se...
| Clasificación: | Libro Electrónico |
|---|---|
| Otros Autores: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Bradford, England :
Emerald Group Pub.,
2005.
|
| Colección: | Journal of services marketing ;
v. 19, no. 5. |
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 049 | |a UAMI | ||
| 245 | 0 | 0 | |a Service recovery and service continuity / |c guest editors Steve Baron, Kim Harris and Dominic Elliott. |
| 260 | |a Bradford, England : |b Emerald Group Pub., |c 2005. | ||
| 300 | |a 1 online resource (100 pages) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 347 | |a data file | ||
| 490 | 1 | |a Journal of services marketing, |x 0887-6045 ; |v v. 19, no. 5 | |
| 504 | |a Includes bibliographical references. | ||
| 588 | 0 | |a Print version record. | |
| 520 | |a Steve Baron is Professor of Marketing at the University of LiverpoolManagement School, and Head of the Division of Marketing andInternational Business. He is Chair of the UK Academy of MarkingSpecial Interest Group for Services Marketing. His current researchinterests include the understanding of service experiences from theconsumer perspective, and communities of service and social practice. He has publications in services, marketing and management journals, including Journal of Service Research, European Journal of Marketing, International Journal of Market Research and Journal of BusinessResea. | ||
| 505 | 0 | |a The impact of perceived justice on consumers' emotional responses to service complaint experiences -- The impact of choice on fairness in the context of service recovery -- Typologies of e-commerce retail failures and recovery strategies -- Antecedents and outcomes of service recovery performance in a public health-care environment -- Business (not) as usual: crisis management, service recovery and the vulnerability of organisations -- When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining -- Crisis management and services marketing -- Blending services and crises: a few questions and observations -- Executive summary and implications for managers and executives. | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Customer services. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Baron, Steve. | |
| 700 | 1 | |a Elliott, Dominic, |d 1963- |1 https://id.oclc.org/worldcat/entity/E39PCjGyxBqjY6GkWk3xH8wXBP | |
| 700 | 1 | |a Harris, Kim. | |
| 758 | |i has work: |a Service recovery and service continuity (Text) |1 https://id.oclc.org/worldcat/entity/E39PCG4vbJdPfJbfDtPwqQfTHC |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 830 | 0 | |a Journal of services marketing ; |v v. 19, no. 5. | |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=254020 |z Texto completo |
| 938 | |a EBL - Ebook Library |b EBLB |n EBL254020 | ||
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