"Adaptive versus Proactive Behavior in Service Recovery: The Role of ..."

Ad de Jong, Ko de Ruyter (2004)

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DOI: 10.1111/J.0011-7315.2004.02513.X

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type: Journal Article

metadata version: 2020-03-13

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Ad de Jong, Ko de Ruyter:
Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams. Decis. Sci. 35(3): 457-491 (2004)

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