Designing Complaint Handling and Service Recovery Strategies
The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds cu...
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| Main Author: | |
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| Format: | Book |
| Language: | English |
| Published: |
New Jersey
World Scientific
2018
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| Series: | Winning in Service Markets Series
Vol. 11 |
| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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A complaint is a gift using customer feedback as a strategic tool