Designing Complaint Handling and Service Recovery Strategies

• 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
• Online Access: Click Here to View Status and Holdings.
• Physical Description: 68 pages illustrations 23 cm
• Bibliography: Includes bibliographical references
• ISBN: 9781944659394; 9781944659417

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 customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.