Sökning: "Jasenko Arsenovic"

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1. 1. Proactivity in Service Failure and Service Recovery

   Författare :Jasenko Arsenovic; Bo Edvardsson; Bård Tronvoll; Magnus Söderlund; Karlstads universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; service failure; service recovery; complaint management; customer proactivity; employee proactivity; collaboration; customer responses; Business Administration; Företagsekonomi;

   Sammanfattning : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. LÄS MER