Antecedents and outcomes of service recovery performance:...

International Journal of Bank Marketing 2003 / 10 Vol. 21; Iss. 5

Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks

Yavas, Ugur, Karatepe, Osman M., Avci, Turgay, Tekinkus, Mehmet
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Volume:
21
Language:
english
Journal:
International Journal of Bank Marketing
DOI:
10.1108/02652320310488439
Date:
October, 2003
File:
PDF, 169 KB
english, 2003
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