Abstract
Undoubtedly, the services marketing literature addresses questions pertaining to improving service processes and customers’ experiences, with the broad assumption that the organization and service personnel operate in systems designed to provide levels of service that are adequate or above. From 30 years of focused research, a knowledge base of practices and systems has emerged capable of providing service levels necessary for success, when implemented properly.
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CITATION STYLE
Grove, S., Fisk, R., Harris, L., Ogbanna, E., John, J., Carlson, L., & Goolsby, J. (2015). Disservice: A Framework of Sources and Solutions. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 169–172). Springer Nature. https://doi.org/10.1007/978-3-319-10912-1_54
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