Factors affecting service recovery performance and customer service employees
Purpose Service recovery is very important to the insurance industry; it helps to maintain clients, it is a crucial competitive advantage for business survival and it adds value for the organization’s continued future. The purpose of this paper is to investigate the factors influencing service recov...
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| Main Authors: | , , , |
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| Format: | Article |
| Published: |
Emerald Publishing Limited
2016
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| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/1257/ |
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| Institution: | Open University Malaysia |
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