Vol-2347⫷ Vol-2348 ⫸Vol-2349
urn:nbn:de:0074-2348-0


Vol-2348/short09⫷Vol-2348/short10⫸Vol-2348/short11
Phimai NuansiPiya Ngamcharoenmongkol

Dealing with Service Failure Smarter: The Critical Role of Customer Voice Management in Service Recovery Process