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Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott
| Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2005 |
| Descrizione fisica | 1 online resource (100 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) |
BaronSteve
ElliottDominic HarrisKim |
| Collana | Journal of services marketing |
| Soggetto topico |
Customer relations
Customer services |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-280-50924-4
9786610509249 1-84544-587-2 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; 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
Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives; |
| Record Nr. | UNINA-9910449865503321 |
| Bradford, England, : Emerald Group Publishing, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott
| Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2005 |
| Descrizione fisica | 1 online resource (100 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) |
BaronSteve
ElliottDominic HarrisKim |
| Collana | Journal of services marketing |
| Soggetto topico |
Customer relations
Customer services |
| ISBN |
1-280-50924-4
9786610509249 1-84544-587-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; 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
Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives; |
| Record Nr. | UNINA-9910783553003321 |
| Bradford, England, : Emerald Group Publishing, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott
| Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2005 |
| Descrizione fisica | 1 online resource (100 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) |
BaronSteve
ElliottDominic HarrisKim |
| Collana | Journal of services marketing |
| Soggetto topico |
Customer relations
Customer services |
| ISBN |
1-280-50924-4
9786610509249 1-84544-587-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; 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
Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives; |
| Record Nr. | UNINA-9910825283103321 |
| Bradford, England, : Emerald Group Publishing, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||