TY  - JOUR
AB  - 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.
VL  - 16
IS  - 4
SN  - 0959-6119
DO  - 10.1108/09596110410537360
UR  - https://doi.org/10.1108/09596110410537360
AU  - Cranage David
PY  - 2004
Y1  - 2004/01/01
TI  - Plan to do it right: and plan for recovery
T2  - International Journal of Contemporary Hospitality Management
PB  - Emerald Group Publishing Limited
SP  - 210
EP  - 219
Y2  - 2024/04/26
ER  -