The research analyzes managerial and theoretical implications of service recovery in manufacturing companies. Based on case study evidence directly gathered by the authors the paper points out insights and findings on how service recovery practices impact on company’s operational performance measurement systems, and suggests research and practical applications.
Service Recovery: Impacts on Operational Performance
CONTIERO, ENRICO;VINELLI, ANDREA
2012
Abstract
The research analyzes managerial and theoretical implications of service recovery in manufacturing companies. Based on case study evidence directly gathered by the authors the paper points out insights and findings on how service recovery practices impact on company’s operational performance measurement systems, and suggests research and practical applications.File in questo prodotto:
Non ci sono file associati a questo prodotto.
Pubblicazioni consigliate
I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
