Designing Complaint Handling and Service Recovery Strategies
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Book Overview The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may...
The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Book Details Format: Paperback | Pages: 72 | Language: English | Publisher: WS PROFESSIONAL | ISBN: 1944659390
FormatPaperback
Pages72
LanguageEnglish
ISBN1944659390
EAN9781944659394
PublisherWS PROFESSIONAL
Publication Date1970-01-01
AccessoriesNo Accessory
ConditionNew
Product TypeQUALITY PAPERBACK BOOKS
Weight0.24 Pounds
Length9.0 Inches
Width6.0 Inches
Height0.15 Inches
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