Topics Covered. Definition of service recovery and recent studies Service recovery paradox The recovery process Consequences of an effective recovery process Recovery via social media Guidelines for soliciting, tracking and handling complaints
Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.
Fix it, plus one.
Figure 10.1(Source: Adapted from Schindlholzer, 2008)
Figure 10.2 (Source: based on TARP, 1979)
Table 10.1(Source: based on Hart, 1990; Zeithaml et al, 2007)
Figure 10.3 (Kandampullyand Duddy, 2001, pp. 36)
Ritz-Carlton, Hainan China: Our whole philosophy… our service and our gold standard is the same here as our other hotels.