Service recovery in higher education: does national culture play a role?
It is now well recognised that an effective service-recovery system plays a crucial role in service organisations. However, the importance of such systems has not yet been acknowledged by the higher-education industry. Given the need for more research on service-recovery expectations of students, th...
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| Main Authors: | , , |
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| Format: | Default Article |
| Published: |
2011
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| Subjects: | |
| Online Access: | https://hdl.handle.net/2134/11924 |
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