haku: @indexterm Industrial marketing / yhteensä: 439
viite: 107 / 439
| Tekijä: | Johnston, T. Hewa, M. |
| Otsikko: | Fixing service failures |
| Lehti: | Industrial Marketing Management
1997 : SEP, VOL. 26:5, p. 467-473 |
| Asiasana: | INDUSTRIAL MARKETING MARKETING MANAGEMENT SERVICE QUALITY |
| Kieli: | eng |
| Tiivistelmä: | 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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