Plan to do it right: and plan for recovery

This paper presents research results and implications in the literature for the last 15 years, and suggests guidelines on how to make the best use of the information to develop strategies that “fit” a service operation. There are considerable benefits of customer satisfaction, loyalty and increased profits from developing strategies to prevent service failures and strategies to successfully implement service recovery.

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Year of publication:	2004
Authors:	Cranage, David
Published in:	International Journal of Contemporary Hospitality Management. - Emerald Group Publishing Limited, ISSN 1757-1049, ZDB-ID 2028752-5. - Vol. 16.2004, 4, p. 210-219
Publisher:	Emerald Group Publishing Limited
Subject:	Service failures \| Service improvements \| Customer retention \| Customer satisfaction

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Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/09596110410537360 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014762657