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.
- ISBN13 9781944659394
- Publish Date 21 November 2017 (first published 13 October 2017)
- Publish Status Active
- Publish Country US
- Imprint World Scientific Publishing Co Inc (USA)
- Format Paperback
- Pages 72
- Language English
- URL https://worldscientific.com/worldscibooks/10.1142/y0013