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1. 1. Service Recovery Policy, Empowerment or both? : A study of the interrelation between service recovery policy and empowerment within service organizations

   Magister-uppsats, IHH, Företagsekonomi

   Författare :Sandra Hvitman; Elin Rylner; [2005]
   Nyckelord :Services; Service recovery; empowerment; policy and communication;

   Sammanfattning : Today’s economy is getting more service oriented and we live in a service society. The service sector has experienced a great development, which has implied and implies greater competition. The customers have a wider range of services to choose among and as a service provider, it is all about providing a superior service. LÄS MER