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ist dabei ein faszinierender Gedanke
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Customer Evaluations of Service Failure and Recovery Encounters formatIsbn:Softcover - 9783838662916 ist dabei ein faszinierender GedankeInhaltsangabe: Abstract: Although many firms may aspire to offer ? zero defects? service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the
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