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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|Item Type:||QUT Thesis (Masters by Research)|
|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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