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Keywords: Service recovery
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Journal Articles
International Journal of Operations & Production Management (2016) 36 (11): 1644–1667.
Published: 07 November 2016
...Enrico Contiero; Frederic Ponsignon; Philip Andrew Smart; Andrea Vinelli Purpose The purpose of this paper is to explore the contingencies and characteristics of service recovery system (SRS) design. Design/methodology/approach Informed by extensive case study data from two large Italian...
Journal Articles
International Journal of Operations & Production Management (2012) 32 (7): 877–903.
Published: 15 June 2012
... contingency theory and a sample of 158 service firms, this research tests for structural differences in service recovery systems based on Schmenner's widely‐cited taxonomy, the service process matrix. To conduct the analysis, both multiple analysis of variance (MANOVA) and analysis of variance (ANOVA) models...
