Bibliography for: "Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams"

de Jong, Ad "Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams". Decision Sciences. FindArticles.com. 30 Dec, 2009. http://findarticles.com/p/articles/mi_qa3713/is_200407/ai_n9451821/

Decision Sciences

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Articles in Summer 2004 issue of Decision Sciences

• Service Businesses and Productivity*
  by Schmenner, Roger W
• Service Management*
  by Bretthauer, Kurt M
• Evaluating the Deming Management Model of Total Quality in Services*
  by Douglas, Thomas J; Fredendall, Lawrence D
• Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors
  by Pullman, Madeleine E; Gross, Michael A
• A Mathematical Model of Service Failure and Recovery Strategies*
  by Zhu, Zhen; Sivakumar, K; Parasuraman, A
• Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities*
  by Piccoli, Gabriele; Brohman, M Kathryn; Watson, Richard T; Parasuraman, A
• Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams
  by de Jong, Ad; de Ruyter, Ko
• Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals, The
  by Marley, Kathryn A; Collier, David A; Goldstein, Susan Meyer
• Satisfying and Retaining Customers through Independent Service Representatives
  by Brown, Steven P; Chin, Wynne W
• Restaurant Revenue Management at Chevys: Determining the Best Table Mix
  by Kimes, Sheryl E; Thompson, Gary M