Author:
Stauss Bernd,Seidel Wolfgang
Publisher
Springer International Publishing
Reference2 articles.
1. Larivet S, Brouard F (2010) Complaints are a firm’s best friend. J Strat Mark 18(7):537–551
2. Hart CW et al (1990) The profitable art of service recovery. Harv Bus Rev 68(4):148–156