Matching service failures and recovery options toward satisfaction

• المؤلفون الرئيسيون: Cantor, Victor John M., Li, Richard C.
• التنسيق: text
• منشور في: Animo Repository 2019
• الموضوعات: Consumer satisfaction; Consumer complaints; Customer relations; Industrial Engineering; Operations Research, Systems Engineering and Industrial Engineering
• الوصول للمادة أونلاين: https://animorepository.dlsu.edu.ph/faculty_research/2860

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...