The service recovery paradox: true but overrated?

Autor:	Michel, Stefan, Meuter, Matthew L.
Zdroj:	International Journal of Service Industry Management, 2008, Vol. 19, Issue 4, pp. 441-457.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/09564230810891897 Zobrazit plný text záznamu