Designing Complaint Handling and Service Recovery Strategies
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 betwee…
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Produktdetails
- ISBN: 978-1-944659-39-4
- EAN: 9781944659394
- Produktnummer: 25822959
- Verlag: Ws Professional
- Sprache: Englisch
- Erscheinungsjahr: 2017
- Seitenangabe: 72 S.
- Masse: H22.9 cm x B15.2 cm x D0.4 cm 120 g
- Abbildungen: Paperback
- Gewicht: 120
32 weitere Werke von Jochen Wirtz:
Winning In Service Markets: Success Through People, Technology And Strategy
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