‘Explain, but make no excuses’: service recovery after public service failures
Author:
Affiliation:
1. Department of Political Science and Public Management, University of Southern Denmark, Odense M, Denmark
Publisher
Informa UK Limited
Subject
Management of Technology and Innovation,Management Information Systems
Link
https://www.tandfonline.com/doi/pdf/10.1080/14719037.2020.1864013
Reference75 articles.
1. Illusions of Accountability
2. Positive psychological capacities: the mystery ingredient in successful service recoveries?
3. The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes
4. Customers’ emotion regulation strategies in service failure encounters
5. PUBLIC ENCOUNTERS: THE HISTORY AND FUTURE OF FACE-TO-FACE CONTACT BETWEEN PUBLIC PROFESSIONALS AND CITIZENS
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