Complaining customers, service recovery and continuous improvement
- 期刊名称Managing Service Quality: An International Journal
- 作者Eccles, Gavin; Durand, Philip
- 卷第8卷
- 期第1期
- 印刷ISSN0960-4529
- 文件大小167.28KB
- 发表时间1998-02
- DOI10.1108/09604529810199421
- 页码68-71
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