Browsing Recreation and Leisure Studies by Subject "Recreation Management"
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Understanding Complaining Behaviour and Users' Preferences for Service Recovery: An Experiment
(University of Waterloo, 2014-01-09)Many services fail. Failures are those encounters during which the user assesses the service as flawed (Maxham & Netemeyer, 2003; Palmer, Beggs, & Keown-McMullan, 2000), or improper (Maxham, 2001). An emergent service ...