Bamford, David and Xystouri, T. (2006) Recovering from service failure: Generating profit through greater customer satisfaction. Strategic Direction, 22 (6). pp. 37-39. ISSN 0258-0543Metadata only available from this repository.
Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies.
Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.
Findings – The authors make a clear statement about the connection between quality customer care, the importance of a service recovery strategy and the profitability of an organization.
Practical implications – Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.
Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format
|Subjects:||H Social Sciences > H Social Sciences (General)|
|Schools:||The Business School|
|Depositing User:||Sharon Beastall|
|Date Deposited:||17 Oct 2012 11:54|
|Last Modified:||17 Oct 2012 11:54|
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