An Assessment of Recovsat Utilization for Different Service Typologies
نویسندگان
چکیده
Boshoff (1997) referred to service recovery as the component of quality management that can maintain the business relationship with customers. Tax and Brown (2000) defined service recovery as a process oriented towards the identification of service failure, resolution of customer’s problems, identification of root causes and improvement of the service system. Boshoff (2005a) noted that service recovery can occur during service delivery or after complaining, and can be associated to a specific transaction as well as to the relationship among parts. More recently, Michel et al. (2009) broadened the notion of service Increasing Demand
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