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Keywords: Service recovery
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Journal Articles
Journal of Business & Industrial Marketing (2021) 36 (8): 1403–1414.
Published: 11 January 2021
... process starts. Service recovery involves all the actions that must be taken by a company; using the necessary tools to bring a customer from a disappointing state to a satisfactory one (Gustafsson, 2009 ; Mayombo, 2014 ; Van Vaerenbergh and Orsingher, 2016 ; Grönroos, 1984). Service recovery includes...
Journal Articles
Journal of Business & Industrial Marketing (2021) 36 (8): 1452–1473.
Published: 11 January 2021
...Ashwin J. Baliga; Vaibhav Chawla; Vijaya Sunder M.; Rajesh Kumar Purpose To address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR process, and those often lead to negative consequences...
Journal Articles
Journal of Business & Industrial Marketing (2018) 33 (3): 291–302.
Published: 03 April 2018
...Denis Hübner; Stephan M. Wagner; Stefan Kurpjuweit This study aims to explore the service recovery paradox (SRP) in business to business (B2B) relationships. Previously, this phenomenon has been identified in consumer-facing industries. The research advances the marketing literature...
