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Managing service recovery

By Colin Armistead


School of Managemen

Year: 1993
OAI identifier:
Provided by: Cranfield CERES

Suggested articles


  1. 9192 Mark Jenkins “Making Sense of Markets: A Proposed Research Agenda”
  2. (1992). A Service Sector Paradigm for Management: The Service , Profit Chain”, in Service Sector Management Research at Cranfield, ed Armistead,
  3. (1990). Cognitive Elements of Empowerment: An Interpretive Model of Intrinsic Task Motivation”, doi
  4. (1991). Developing Managers’ Ability to Empower Employees”, doi
  5. Payne “The Pathology of Company-Wide Quality Initiatives: Seven Prescriptions for Failure” SWP 31/91
  6. Rolling back the State? : UK Tax and Government Spending Changes in the 1980s” SWP 22/91 Simon Knox & David Walker “Involvement, Cognitive Structures and Brand Loyalty: The Empirical Foundations for a unifying Theory”
  7. (1989). The Complete Guide to Customer Service”,

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