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Keywords: Service failure
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Journal Articles
An integrated service recovery process for service failures: insights from systematic review
Available to Purchase
Qualitative Market Research: An International Journal (2022) 25 (4): 433–452.
Published: 05 August 2022
... organization can use this synthesis to evaluate the response of their organization to different instances of service failures along SRPs. They can then modify their responses. Managers can also use this synthesis as part of an employee training programme to ensure wide coverage of potential responses...
