Complaining customers, service recovery and continuous improvement
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1998
Abstract
Notes the fact that dissatisfied customers may not complain to the service provider, but will tell a number of people about the bad service they have received. Looks at factors related to the development of a service recovery system to ensure that dissatisfied customers are dealt with effectively so as to ensure they receive appropriate levels of service and to maximize customer retention. Considers factors such as the reasons for customer complaints, reciprocity and complaint handling and ways to instil a service recovery strategy.
Keywords
Citation
Eccles, G. and Durand, P. (1998), "Complaining customers, service recovery and continuous improvement", Managing Service Quality: An International Journal, Vol. 8 No. 1, pp. 68-71. https://doi.org/10.1108/09604529810199421
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited