Ad de Jong, Ko de Ruyter. Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams. Decision Sciences, 35(3):457-491, 2004. [doi]
@article{JongR04, title = {Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams}, author = {Ad de Jong and Ko de Ruyter}, year = {2004}, doi = {10.1111/j.0011-7315.2004.02513.x}, url = {http://dx.doi.org/10.1111/j.0011-7315.2004.02513.x}, researchr = {https://researchr.org/publication/JongR04}, cites = {0}, citedby = {0}, journal = {Decision Sciences}, volume = {35}, number = {3}, pages = {457-491}, }