"Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen
Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisf...
| Main Authors: | , |
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| Format: | Others |
| Language: | Swedish |
| Published: |
Uppsala universitet, Företagsekonomiska institutionen
2007
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| Subjects: | |
| Online Access: | http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-89078 |