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Keywords: Service delivery systems
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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
... claimed theoretically. An empirical study showing the link between comprehensive service recovery practices and performance was lacking. © Emerald Group Publishing Limited 2013 Service failures Recovery Business performance KIBS Service delivery systems In the last two decades...
Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2004) 38 (5-6): 626–640.
Published: 01 May 2004
... was of more importance. The paper considers the implications of these findings for Internet communities. © Emerald Group Publishing Limited 2004 Online operations Internet Service delivery systems Interactive devices Despite having a key role and a long intellectual history in social...
Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (1996) 30 (9): 75–90.
Published: 01 September 1996
...Steve Baron; Kim Harris; Barry J. Davies Explores observable oral participation (OOP) of customers at the front stage of the service delivery system within a retail store setting. Spoken interactions between a customer and a sales assistant are denoted as OOP1, and those between one customer...
