Bridging service gaps: Is the road to service excellence paved with disasters?
It sometimes seems as if companies are not willing to take feedback seriously – not unless complaints escalate into a public relations disaster, with letters reproduced in the press and comments circulating amongst blogs, tweets and other digital platforms. By then, the organisation's reputatio...
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| Format: | text |
| Language: | English |
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Institutional Knowledge at Singapore Management University
2010
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| Online Access: | https://ink.library.smu.edu.sg/ksmu/329 https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1328&context=ksmu |
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| Institution: | Singapore Management University |
| Language: | English |
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