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| Author: | Johnston, T. Hewa, M. |
| Title: | Fixing service failures |
| Journal: | Industrial Marketing Management
1997 : SEP, VOL. 26:5, p. 467-473 |
| Index terms: | INDUSTRIAL MARKETING MARKETING MANAGEMENT SERVICE QUALITY |
| Language: | eng |
| Abstract: | Retailing current customers is becoming almost as important as acquiring new ones at many firms. Current customers often defect to rival vendors when they experience a "service failure" with a supplier. Research on "service recovery" has described how service failure incidents can lead to customer defection. This article discusses the costs of service failure to a service provider, as well as the costs of failure to its customers. Six service recovery strategies for dealing with service failures are presented. |
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