TY  - JOUR
AB  - 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.
VL  - 22
IS  - 6
SN  - 0258-0543
DO  - 10.1108/02580540610665525
UR  - https://doi.org/10.1108/02580540610665525
PY  - 2006
Y1  - 2006/01/01
TI  - Recovering from service failure: Generating profit through greater customer satisfaction
T2  - Strategic Direction
PB  - Emerald Group Publishing Limited
SP  - 37
EP  - 39
Y2  - 2024/09/19
ER  -