Understanding service failure and complaint management in marketing oriented organisations: a review
Although marketing-oriented organizations have customer satisfaction as a major goal, it is difficult (if not impossible) to provide 'zero defects' services. Service failures can and do occur. This is largely due to the nature of services, especially in high contact service encounters. If...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Midlands State University
2015
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| Subjects: | |
| Online Access: | http://hdl.handle.net/11408/565 |
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