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010   $a9786610509249
010   $a1-84544-587-2
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035   $a(EBL)254020
035   $a(OCoLC)62457594
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100   $a20000815d2005      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 00$aService recovery and service continuity$b[electronic resource] /$fguest editors Steve Baron, Kim Harris and Dominic Elliott
210   $aBradford, England $cEmerald Group Publishing$dc2005
215   $a1 online resource (100 p.)
225 0 $aJournal of services marketing ;$vv.19, no. 5
300   $aDescription based upon print version of record.
311   $a1-84544-586-4 
327   $aContents; Guest editorial; The impact of perceived justice on consumers' emotional responses to service complaint experiences; The impact of choice on fairness in the context of service recovery; Typologies of e-commerce retail failures and recovery strategies; Antecedents and outcomes of service recovery performance in a public health-care environment; Business (not) as usual: crisis management, service recovery and the vulnerability of organisations; When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining
327   $aCrisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives;
330   $aSteve Baron is Professor of Marketing at the University of LiverpoolManagement School, and Head of the Division of Marketing andInternational Business. He is Chair of the UK Academy of MarkingSpecial Interest Group for Services Marketing. His current researchinterests include the understanding of service experiences from theconsumer perspective, and communities of service and social practice.He has publications in services, marketing and management journals,including Journal of Service Research, European Journal of Marketing,International Journal of Market Research and Journal of BusinessResea
606   $aCustomer relations
606   $aCustomer services
615  0$aCustomer relations.
615  0$aCustomer services.
676   $a658.812
701   $aBaron$b Steve$0594592
701   $aElliott$b Dominic$01546740
701   $aHarris$b Kim$0594593
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910783553003321
996   $aService recovery and service continuity$93802549
997   $aUNINA