Designing Complaint Handling and Service Recovery Strategies (Paperback) (ISBN-13: 9781944659394)

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.

Author: Jochen Wirtz
ISBN-10: 1944659390
ISBN-13: 9781944659394
Publisher: Ws Professional
Language: English
Published: 11/21/2017
Pages: 72
Format: Paperback
Weight: 0.24lbs
Size: 9.00h x 6.00w x 0.15d