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.
Service Failure and Complaints Management: An Overview / Chiara Orsingher, Arne De Keyser, Dorottya Varga, Yves Van Vaerenbergh. - STAMPA. - (2022), pp. 823-846. [10.1007/978-3-030-91828-6_39]
Service Failure and Complaints Management: An Overview
Chiara Orsingher
;
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.
