Exploring the role of culture in trust development with service providers
Article Abstract:
The interrelation between customer culture and their faith in services industries is evaluated.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
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When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining
Article Abstract:
The impact of fraudulent customer complaints, on customer service of business, is examined.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
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Business (not) as usual: crisis management, service recovery and the vulnerability of organisations
Article Abstract:
The reasons behind the service failures in service industries are examined.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
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