Designing Complaint Handling and Service Recovery Strategies by Jochen Wirtz

Designing Complaint Handling and Service Recovery Strategies

Winning in Service Markets

Jochen Wirtz

72 pages missing pub info (editions)

nonfiction business economics informative medium-paced
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Description

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 resolve...

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