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Customer Service Recovery: The Challenge of Misbehavior in Service Encounters

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Aktuelle Aspekte in der Dienstleistungsforschung

Part of the book series: Fokus Dienstleistungsmarketing ((FDM))

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Abstract

“You work here and you must serve us, we are the customers. This is your task.”

“If you don’t serve us well, your company will lose us as customers and then you will lose your job.”

“As your service performance is not customer-oriented I will voice a complaint about you to your company.”

“If everybody working for this company is as incompetent as you, no wonder the airline will be vended soon.”

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Authors and Affiliations

  1. Lehrstuhl für ABWL und Dienstleistungsmanagement, Katholische Universität Eichstätt-Ingolstadt, Auf der Schanz 49, Ingolstadt, 85049, Deutschland

    Christina Jerger

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  1. Christina Jerger
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Correspondence to Christina Jerger .

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Editors and Affiliations

  1. Ludwig-Maximilians-Universität München, Institut für Marketing, München, Germany

    Anton Meyer

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Jerger, C. (2015). Customer Service Recovery: The Challenge of Misbehavior in Service Encounters. In: Meyer, A. (eds) Aktuelle Aspekte in der Dienstleistungsforschung. Fokus Dienstleistungsmarketing. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-08090-7_5

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  • DOI: https://doi.org/10.1007/978-3-658-08090-7_5

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  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-08089-1

  • Online ISBN: 978-3-658-08090-7

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