Designing Complaint Handling and Service Recovery Strategies

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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Bibliographic Details
Main Author: Wirtz, Jochen (Author)
Format: Book
Language:English
Published: New Jersey World Scientific 2018
Series:Winning in Service Markets Series Vol. 11
Subjects:
Consumer complaints
Consumer behavior
Customer services
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