Matching service failures and recovery options toward satisfaction

Matching service failures and recovery options toward satisfaction

Service failures are inevitable in any service delivery process that establishes the need for a good service recovery. This study aims to investigate the relationships among service recovery variables to develop appropriate recovery options considering different levels of failure severity and satisf...

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Bibliographic Details
Main Authors: Cantor, Victor John M., Li, Richard C.
Format: text
Published: Animo Repository 2019
Subjects:
Consumer satisfaction
Consumer complaints
Customer relations
Industrial Engineering
Operations Research, Systems Engineering and Industrial Engineering
Online Access:https://animorepository.dlsu.edu.ph/faculty_research/2860
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Institution: De La Salle University

Internet

https://animorepository.dlsu.edu.ph/faculty_research/2860

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