Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions are: awareness, process quality, and intent. The framework provides a holistic understanding of the antecedents and consequences of customer (dis) satisfaction in service failure and presents implications for management. It also presents an agenda for future research in this area.
McCole, P. (2004), "Dealing with complaints in services", International Journal of Contemporary Hospitality Management, Vol. 16 No. 6, pp. 345-354. https://doi.org/10.1108/09596110410550789
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