Designing Complaint Handling And Service Recovery Strategies: 11 (Winning In Service Markets Series) - Softcover

Wirtz, Jochen

Softcover

ISBN 10: 1944659390 ISBN 13: 9781944659394

Publisher: WS PROFESSIONAL, 2017

Synopsis

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. The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Edition details

• Publisher: WS PROFESSIONAL
• Publication date: 2017
• Language: English
• ISBN 10: 1944659390
• ISBN 13: 9781944659394
• Binding: Paperback
• Number of pages: 70