Service failure and recovery : relational aspects of communication in the service encounter

Hope, Peter C (2002) Service failure and recovery : relational aspects of communication in the service encounter. Masters by Research thesis, Queensland University of Technology.

Available via Document Delivery only – contact your library to place a request
If you are the author of this thesis, please contact eprints@qut.edu.au

Impact and interest:

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

ID Code: 36354
Item Type: QUT Thesis (Masters by Research)
Supervisor: Brenders, David
Additional Information: Presented to the School of Management, Queensland University of Technology.
Keywords: Insurance companies Customer services, Consumer satisfaction, Consumer complaints, Customer relations, interpersonal communication, service quality, service recovery, service failure, service relationships, thesis, masters
Institution: Queensland University of Technology
Copyright Owner: Copyright Peter C Hope
Deposited On: 22 Sep 2010 13:04
Last Modified: 02 Nov 2015 04:49

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page