Cargando…
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 |
Tabla de Contenidos:
- 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.