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 13:04
Last Modified: 02 Nov 2015 04:49

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