Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation
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References listed on IDEAS
- Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
- Fougere, Geoff, 2001. "Transforming health sectors: new logics of organizing in the New Zealand health system," Social Science & Medicine, Elsevier, vol. 52(8), pages 1233-1242, April.
- JS Armstrong & Terry Overton, 2005. "Estimating Nonresponse Bias in Mail Surveys," General Economics and Teaching 0502044, EconWPA.
- Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
More about this item
KeywordsService recovery perfomance; healthcare; frontline staff; Desempeño en los servicios de atenciñn al paciente; sanidad; pleados de atención al póblico;
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