Balancing learning and adaptive curves in service encounters to manage critical incidents
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DOI: 10.1080/15022250.2015.1132178
Abstract: ABSTRACT This study explores the interface between service receivers’ learning and service providers’ adaptive curves in service encounters after critical incidents have occurred. Learning curve refers to a service receiver being repeatedly exposed to the… read more here.
Keywords: adaptive curves; service providers; curves service; service encounters ... See more keywords