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.
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| 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 23:04 |
| Last Modified: | 29 Oct 2011 05:57 |
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