The role of communication in facilitating resolution of dissatisfying consumer experiences
This study of 79 male and 139 female university students investigated organizational recovery efforts following customer dissatisfaction. Rather than exploring recovery efforts that occur following a service failure, this study examined proactive versus reactive recovery efforts to determine implica...
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| Format: | Others |
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2011
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| Online Access: | http://cardinalscholar.bsu.edu/handle/handle/187351 http://liblink.bsu.edu/uhtbin/catkey/1230599 |