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...

Full description

Saved in:
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
Online Access:Click Here to View Status and Holdings.
Tags: Add Tag
No Tags, Be the first to tag this record!

MARC

LEADER 00000nam#a2200000#i#4501
001 wils-930309
005 201884145825
008 190814t2018 NJU a## ##000 eng#D
020 # # |a 9781944659394  |q paperback 
020 # # |a 9781944659417  |q paperback 
040 # # |a UiTM  |b eng  |d UiTM  |e rda  |8 DLC 
041 0 # |a eng 
090 0 0 |a HF5415.52  |b .W57 2018 
100 1 # |a Wirtz, Jochen  |e author 
245 1 0 |a Designing Complaint Handling and Service Recovery Strategies  |c Jochen Wirtz 
264 # 1 |a New Jersey  |b World Scientific  |c 2018 
264 # 4 |c ©2018 
300 # # |a 68 pages  |b illustrations  |c 23 cm 
336 # # |a text  |2 rdacontent 
337 # # |a unmediated  |2 rdamedia 
338 # # |a volume  |2 rdacarrier 
490 1 # |a Winning in Service Markets Series  |v Vol. 11 
504 # # |a Includes bibliographical references 
520 # # |a 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. 
650 # # |a Consumer complaints 
650 # # |a Consumer behavior 
650 # # |a Customer services 
856 4 0 |z Click Here to View Status and Holdings.  |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=930309 
998 # # |a 00264#1a002.8.2||00264#1b002.8.4||00300##a003.4.1||00300##b003.6.1||00300##c003.5.1||00520##a007.2||00520##b007.2|| 

Similar Items