Service Recovery
Bibliographic Data
| ID | 23587277 |
|---|---|
| Authors | Robert Johnston (0000-0002-4274-7853), Robert B Johnston (University of Warwick), Alistair Brandon‐Jones (0000-0002-8245-3868, University of Manchester) |
| Language | EN |
| References cited | 4 |
Service recovery is the action of seeking out and dealing with failures in the delivery of service. The critical issue about service recovery is that it is not necessarily the failure itself that leads to customer dissatisfaction, as most customers do accept that things can go wrong. It is more likely to be the organization's response (or lack of response) to a failure that causes dissatisfaction. The crucial point is that while mistakes may be inevitable, dissatisfied customers are not.
Action (physics) · Business · Operations management · Process management · Service (business) · Service delivery framework · Service design · Service guarantee · Service quality · Service Recovery · Customer Service Quality and Loyalty · Engineering · Marketing · Outsourcing and Supply Chain Management · Service and Product Innovation
| Highly cited | No |
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