Recovering from service failure

Strategic Direction

ISSN: 0258-0543

Publication date: 1 June 2006

Abstract

Purpose

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

The authors make a clear statement about the connection between quality customer care, the importance of a service recovery strategy and the profitability of an organization.

Practical implications

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

Keywords

Citation

(2006), "Recovering from service failure", Strategic Direction, Vol. 22 No. 6, pp. 37-39. https://doi.org/10.1108/02580540610665525

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2006, Emerald Group Publishing Limited

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