publication . Other literature type . Article . 2010

The Service Failure And Recovery In The Information Technology Services

Jun Luo; Weiguo Zhang.; Dabin Qin;
Open Access English
  • Published: 26 Jun 2010
  • Publisher: Zenodo
Abstract
It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, the literature and the problems in the information technology services were reviewed. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, the inter...
Subjects
free text keywords: service failure, service recovery, informationtechnology services
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Other literature type . 2010
Provider: Datacite
Zenodo
Other literature type . 2010
Provider: Datacite
ZENODO
Article . 2010
Provider: ZENODO
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publication . Other literature type . Article . 2010

The Service Failure And Recovery In The Information Technology Services

Jun Luo; Weiguo Zhang.; Dabin Qin;