publication . Article . 2009

Tensions among customer, employee, and process perspectives

Stefan Michel; David Bowen; Robert Johnston;
Open Access English
  • Published: 19 Jun 2009
  • Publisher: Emerald Group Publishing Ltd.
  • Country: United Kingdom
Purpose - The keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address these issues.\ud \ud Design/methodology/approach - The objective is to produce an interdisciplinary summary of the growing literature on service recovery, bringing together what each of the author's domain - management, marketing, and human resources management - has to offer. By ...
free text keywords: HF, Customer retention, Service recovery, Service level requirement, Customer advocacy, Customer to customer, Business, Service level objective, Service guarantee, Marketing, Service quality
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