About this document
Customer Age and Service Recovery Impact by Nazrul Jewel is a document available to read on EtoBox.
This article examines the impact of customer age and service recovery strategies on emotional responses following service failures in the financial services sector. It finds that older customers experience less intense negative emotions after service failures, particularly with process failures, and that effective recovery strategies can mitigate dissatisfaction. The study emphasizes the importance of understanding customer emotions and tailoring recovery strategies accordingly to enhance satisfaction and l
- Author
- Nazrul Jewel
- Language
- EN