Retrospective: tracking service failures and employee recovery efforts

Autor:	Hoffman, K. Douglas, Kelley, Scott W., Rotalsky, Holly M.
Zdroj:	Journal of Services Marketing, 2016, Vol. 30, Issue 1, pp. 7-10.
Databáze:	Emerald Insight
Externí odkaz:	http://www.emeraldinsight.com/doi/10.1108/JSM-10-2015-0316 Zobrazit plný text záznamu