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Keywords: Service recovery
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Teaching Notes
Taj: I will prevail. Exemplifying customer service in times of crisis
Available to Purchase
Journal:
Teaching Notes
Teaching Notes 1–11.
Published: 17 October 2012
... in service delivery; the service profit chain; the relationship between profitability, customer loyalty, employee satisfaction and loyalty, and productivity; service failure; service recovery; and the service recovery paradox. Supplementary materials Teaching notes are available. Please consult your...
