Abstract
Analyzing service failures and service recovery strategies is an extremely useful management tool. By systematically categorizing consumer complaints, a hierarchy of criteria evolve that reflect the consumer’s perspective of effective performance. Despite the importance of analyzing service failures and recovery strategies, little empirical research exists which examines the subject.
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Bitner, Mary Jo, Bernard H. Booms and Mary Stanfield Tetreault (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing, 54, 1, 71-84.
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© 2015 The Academy of Marketing Science
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Hoffman, K.D., Kelley, S.W., Rotalsky, H.M. (2015). Restaurant Service Failure and Recovery Analysis. In: Wilson, E., Black, W. (eds) Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-13162-7_50
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DOI: https://doi.org/10.1007/978-3-319-13162-7_50
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Publisher Name: Springer, Cham
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Online ISBN: 978-3-319-13162-7
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