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Service Failure and Complaints Management: An Overview

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Chiara Orsingher

    (University of Bologna)

  • Arne Keyser

    (EDHEC Business School)

  • Dorottya Varga

    (Vrije Universiteit Brussel)

  • Yves Vaerenbergh

    (KU Leuven)

Abstract

This chapter synthesizes existing knowledge on service failure and complaint management. Building on a recovery journey perspective, it discusses how different organizational responses at various points of the recovery process can help organizations to overcome disruption in customers’ experience. It concludes with a series of general recommendations on how to establish recovery and complaint management as a core part of the organization. With this effort, the chapter supports practitioners in dealing with failure and setting up appropriate service recovery systems.

Suggested Citation

  • Chiara Orsingher & Arne Keyser & Dorottya Varga & Yves Vaerenbergh, 2022. "Service Failure and Complaints Management: An Overview," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 823-846, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_39
    DOI: 10.1007/978-3-030-91828-6_39
    as

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