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What is Effective Service Recovery Strategies about?

This document discusses service recovery and strategies for handling dissatisfied customers. It begins by defining service recovery as actions taken in response to a service failure. The recovery paradox is described as customers who experience excellent recovery may be more satisfied than those who did not experience failure. The unhappy customer wants what they were promised, personal attention, a decent apology, and to not feel at fault. Causes of service switching and types of service failures and compl

Author

Tarun Pandit

Language

EN