Antecedents and outcomes of service recovery performance in a public health-care environment
(2005)
Journal Article
Ashill, N. J., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public health-care environment. Journal of Services Marketing, 19(5), 293-308. https://doi.org/10.1108/08876040510609916
Purpose - This paper proposes investigating a model of service recovery performance in a public health-care setting. Design/methodology/approach - Frontline hospital staff (administrative and nursing staff) representing a range of out-patient departm... Read More about Antecedents and outcomes of service recovery performance in a public health-care environment.