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Boshoff, 1997 - Google Patents

An experimental study of service recovery options

Boshoff, 1997

Document ID
5550840067912962300
Author
Boshoff C
Publication year
Publication venue
International Journal of service industry management

External Links

Snippet

As the importance of service quality, as both marketing strategy and competitive advantage, gains more and more recognition, efforts to recover from poor service delivery are receiving increased attention. Yet, much of the literature is based on anecdotal accounts rather than …
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