Marketing

5904 mots 24 pages
http://en.wikipedia.org/wiki/Service_recovery_paradox
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|Service Recovery Practices |
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|Making the Case for Service Recovery -- Customer Retention |
|Articles & Research on Service Recovery |
|[pic]“The Profitable Art of Service Recovery, “ Harvard Business Review, Hart, Heskett, & Sasser, 1990. |
|[pic]Resolving Patient Complaints: A Step-By-Step Guide to Service Recovery, Osborne, 2004. |
|[pic]Knock Your Socks Off Service Recovery, Zemke, 2000. |
|[pic]The Handling Complaints Pocketbook, Boden, 2002. |
|[pic]Complaint Management: The Heart of CRM, Stauss & Seidel, 2005. |
|[pic]A Complaint is a Gift: Using Customer Feedback As a Strategic Tool, Barlow, 1996. |
|Articles on Service Recovery by Great Brook |
|[pic]Service Recovery Turned Sour

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