Search for dissertations about: "Jasenko Arsenovic"
Found 1 swedish dissertation containing the words Jasenko Arsenovic.
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1. Proactivity in Service Failure and Service Recovery
Abstract : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. READ MORE
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