search query: @author Heskett, J. L. / total: 11
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| Author: | Hart, C. W. L. Heskett, J. L. Sasser, W. E. |
| Title: | The profitable art of service recovery (Dienstleistungsbetriebe) |
| Journal: | Harvard Business Review
1990 : JUL-AUG, VOL. 13C - 68:4, p. 148-156 |
| Index terms: | |
| Freeterms: | KUNDENDIENST |
| Language: | eng |
| Abstract: | In services, mistakes are a fact of life. No matter how hard companies try, they cannot prevent the occasional late flight or missed delivery. But they can learn to recover from them. Service recovery starts with identifying the problem. Once they have identified a problem, service companies must act fast. Most important, service companies should encourage front line employees to deviate from the rules when necessary. |
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