La gestione del service failure durante gli scioperi dei controllori di volo francesi. Dal service recovery alla sollecitazione del customer engagement

Monica C. Scarano ()
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Monica C. Scarano: LITL - Laboratoire Interdisciplinaire des transitions de Lille - UCL FGES - Université Catholique de Lille - Faculté de gestion, économie et sciences - ICL - Institut Catholique de Lille - UCL - Université catholique de Lille - JUNIA - JUNIA - UCL - Université catholique de Lille

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Date: 2024
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Published in Management & Marketing Cases, Pearson, 2024

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