Service recovery is fundamental for customer retention after a failure has occurred. Despite this, there are few operational insights in literature. The paper explores, through two banking case studies, how organizational ownership may affect recovery operations with the regard to the seven structural dimensions of a service recovery system.
Exploring organizational ownership effects on structural dimensions of service recovery
CONTIERO, ENRICO;VINELLI, ANDREA
2013
Abstract
Service recovery is fundamental for customer retention after a failure has occurred. Despite this, there are few operational insights in literature. The paper explores, through two banking case studies, how organizational ownership may affect recovery operations with the regard to the seven structural dimensions of a service recovery system.
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