About this document
Michel Et Al 2004 Recovery Customer Equity by michelstef is a document available to read on EtoBox.
This document discusses the relationship between service failures, service recovery, and customer lifetime value (CLV) in the context of financial services. It highlights the need for empirical research to understand how service recovery efforts impact customer loyalty and retention, particularly focusing on the discrepancies between management perceptions and actual customer experiences. The research aims to provide insights that can help managers optimize service recovery strategies to enhance CLV and imp
- Author
- michelstef
- Language
- EN