Matching service failures and recovery options toward satisfaction

• Main Authors: Cantor, Victor John M., Li, Richard C.
• 格式: text
• 出版: Animo Repository 2019
• 主題: Consumer satisfaction; Consumer complaints; Customer relations; Industrial Engineering; Operations Research, Systems Engineering and Industrial Engineering
• 在線閱讀: https://animorepository.dlsu.edu.ph/faculty_research/2860
• 機構: De La Salle University

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...