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Research papers

The myth of service recovery

One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service...

Catalogue: Leisure 2006
Author: Rick Garlick
October 8, 2006
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Citation

Garlick, R. (2006a, October 08). The myth of service recovery. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/the-myth-of-service-recovery