Teresa Proença, João F. Proença, Inês Teixeira. The Role of Error Management Culture and Leadership on Failures and Recovery in Services. In Maria Henriqueta Nóvoa, Monica Dragoicea, Niklas Kühl, editors, Exploring Service Science - 10th International Conference, IESS 2020, Porto, Portugal, February 5-7, 2020, Proceedings. Volume 377 of Lecture Notes in Business Information Processing, pages 391-398, Springer, 2020. [doi]
Abstract is missing.