This chapter synthesizes existing knowledge on service failure and complaint management. Building on a recovery journey perspective, it discusses how different organizational responses at various points of the recovery process can help organizations to overcome disruption in customers’ experience. It concludes with a series of general recommendations on how to establish recovery and complaint management as a core part of the organization. With this effort, the chapter supports practitioners in dealing with failure and setting up appropriate service recovery systems.
Orsingher, C., De Keyser, A., Varga, D., Van Vaerenbergh, Y. (2022). Service Failure and Complaints Management: An Overview. Cham : Palgrave Macmillan Cham [10.1007/978-3-030-91828-6_39].
Service Failure and Complaints Management: An Overview
Chiara Orsingher
Primo
Writing – Original Draft Preparation
;
2022
Abstract
This chapter synthesizes existing knowledge on service failure and complaint management. Building on a recovery journey perspective, it discusses how different organizational responses at various points of the recovery process can help organizations to overcome disruption in customers’ experience. It concludes with a series of general recommendations on how to establish recovery and complaint management as a core part of the organization. With this effort, the chapter supports practitioners in dealing with failure and setting up appropriate service recovery systems.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
