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Complaint Handling and Service Recovery

In: Winning in Service Markets Success through People, Technology and Strategy

Author

Listed:
  • Jochen Wirtz

Abstract

The following sections are included:CUSTOMER COMPLAINING BEHAVIORCUSTOMER RESPONSES TO EFFECTIVE SERVICE RECOVERYPRINCIPLES OF EFFECTIVE SERVICE-RECOVERY SYSTEMSSERVICE GUARANTEESDISCOURAGING ABUSE AND OPPORTUNISTIC CUSTOMER BEHAVIORCONCLUSION

Suggested Citation

  • Jochen Wirtz, 2016. "Complaint Handling and Service Recovery," World Scientific Book Chapters, in: Winning in Service Markets Success through People, Technology and Strategy, chapter 13, pages 489-532, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9781944659066_0013
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    More about this item

    Keywords

    Services Marketing; Marketing; Consumer Behavior; Positioning Services; Service Process; Service Environment; Service Advantage; Customer Relationships; Managing Relationship and Building Loyalty; Complaint Handling; Service Recovery; Service Excellence; Service Quality and Productivity; Service Leadership;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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