Designing Complaint Handling And Service Recovery Strategies (Winning in Service Markets)

Preface -- Introduction -- Customer complaining behavior -- Customer responses to effective service recovery -- Principles of effective service recovery systems -- Service guarantees -- Discouraging abuse and opportunistic customer behaviour -- Conclusion -- Summary -- Endnotes

• | Author: Jochen Wirtz
• | Publisher: WS PROFESSIONAL
• | Publication Date: Nov 21, 2017
• | Number of Pages: 70 pages
• | Language: English
• | Binding: Paperback
• | ISBN-10: 1944659390
• | ISBN-13: 9781944659394