A trivial pursuit?
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 March 1993
Abstract
Outlines a new approach to understanding the impact of service failure and service recovery on customer retention/defection. Reviews current approaches to understanding retention/defection. Considers the causes for customer defection. Illustrates the benefits of the proposed approach, and concludes by stressing the role of defection prevention.
Keywords
Citation
Limbrick, D. (1993), "A trivial pursuit?", Managing Service Quality: An International Journal, Vol. 3 No. 3, pp. 39-42. https://doi.org/10.1108/EUM0000000003169
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited