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Keywords: KIBS
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Journal Articles
María Leticia Santos‐Vijande, Ana María Díaz‐Martín, Leticia Suárez‐Álvarez, Ana Belén del Río‐Lanza
Journal:
European Journal of Marketing
European Journal of Marketing (2013) 47 (5-6): 934–963.
Published: 24 May 2013
... Services (KIBS). Findings Results confirm that the firms' ability to approach service recovery from a strategic, proactive and relational perspective allows improving performance among clients and employees, that is, the external and internal recovery to occur, which leads to a superior competitive...
