Frontline health professionals’ perceptions of their adaptive competences in service recovery

McQuilken, Lisa, Robertson, Nichola, Abbas, Ghassan and Polonsky, Michael 2018, Frontline health professionals’ perceptions of their adaptive competences in service recovery, Journal of strategic marketing, pp. 1-25, doi: 10.1080/0965254X.2018.1511630.

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Title Frontline health professionals’ perceptions of their adaptive competences in service recovery
Author(s) McQuilken, Lisa
Robertson, NicholaORCID iD for Robertson, Nichola orcid.org/0000-0002-9564-0945
Abbas, Ghassan
Polonsky, MichaelORCID iD for Polonsky, Michael orcid.org/0000-0003-2395-1311
Journal name Journal of strategic marketing
Start page 1
End page 25
Total pages 25
Publisher Taylor & Francis
Place of publication Abingdon, Eng.
Publication date 2018-09-03
ISSN 0965-254X
1466-4488
Keyword(s) frontline health professionals
service recovery performance
cultural competence
self-management
social capacity
interpersonal fairness
Notes In press
Language eng
DOI 10.1080/0965254X.2018.1511630
Field of Research 1505 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2018, Informa UK Limited, trading as Taylor & Francis Group
Persistent URL http://hdl.handle.net/10536/DRO/DU:30113895

Document type: Journal Article
Collection: Department of Marketing
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