Development of decision support matrix: determining the effectiveness of service recovery level in e-tailing

• Main Authors: Lim, Marvin Alexander S., Tan, Natasha Dominique G., Yeung, Clark Dustin T.
• Format: text
• Language: English
• Published: Animo Repository 2015
• Subjects: Electronic commerce; Service industries; Industrial Engineering
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/7189
• Institution: De La Salle University

Service failures occur even in the best run service industry. These service failures tend to effect the satisfaction of the customers, which becomes one of the reasons for the customers to shift to another service provider. With that, an effective service recovery strategy plays a vital role in miti...