Designing Complaint Handling And Service Recovery Strategies
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A01=Jochen Wirtz
Age Group_Uncategorized
Age Group_Uncategorized
Author_Jochen Wirtz
automatic-update
Category1=Non-Fiction
Category=KJSU
Complaint Handling
Consumer Behavior
COP=United States
Customer Relationships
Delivery_Delivery within 10-20 working days
eq_bestseller
eq_business-finance-law
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Language_English
Managing Relationship and Building Loyalty
Marketing
PA=Available
Positioning Services
Price_€10 to €20
PS=Active
Service Advantage
Service Environment
Service Excellence
Service Leadership
Service Process
Service Quality and Productivity
Service Recovery
Services Marketing
softlaunch
Product details
- ISBN 9781944659394
- Publication Date: 21 Nov 2017
- Publisher: World Scientific Publishing Co Inc (USA)
- Publication City/Country: US
- Product Form: Paperback
- Language: English
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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.
