This paper presents research results and implications in the literature for the last 15 years, and suggests guidelines on how to make the best use of the information to develop strategies that “fit” a service operation. There are considerable benefits of customer satisfaction, loyalty and increased profits from developing strategies to prevent service failures and strategies to successfully implement service recovery.
Cranage, D. (2004), "Plan to do it right: and plan for recovery", International Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp. 210-219. https://doi.org/10.1108/09596110410537360Download as .RIS
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