OTHER
Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?
Ting Hin Ho, Dewi Tojib, Yelena Tsarenko
- Year
- 2020
- Citations
- 184
Keywords
Service recoveryService (business)Service delivery frameworkService guaranteeService designService level objectiveBusinessMarketingCustomer Service AssuranceCustomer advocacy
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