Customer conflict styles in service recovery: An empirical analysis

  • Leonhard MandlEmail author
Part of the Fokus Dienstleistungsmarketing book series (FDM)


Managing complaints adequately is key to preventing firm-damaging conflicts arising from inadequate service recovery and successfully maintaining profitable relationships after service failure (Keaveney 1995). However, many firms lack a strategic orientation in applying service recovery initiatives (Grewal et al. 2008) and thus face unpredictable customer responses to service recovery as well as intense conflicts (Beverland et al. 2010).


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Copyright information

© Springer Fachmedien Wiesbaden GmbH 2017

Authors and Affiliations

  1. 1.IngolstadtDeutschland

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