The research analyzes managerial and theoretical implications of service recovery in financial institutions. Based on case study evidence the paper points out insights and findings on how service recovery strategies are operationally implemented in two leader banks in Europe, drawing managerial indications for organizational and performance management decisions
Managerial implications of service recovery strategies
CONTIERO, ENRICO;VINELLI, ANDREA
2013
Abstract
The research analyzes managerial and theoretical implications of service recovery in financial institutions. Based on case study evidence the paper points out insights and findings on how service recovery strategies are operationally implemented in two leader banks in Europe, drawing managerial indications for organizational and performance management decisionsFile in questo prodotto:
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