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Volume 3, Issue 3
1 March 1993
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 3, Issue 3
Research Article| March 01 1993

A trivial pursuit?

D. Limbrick
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1993
Managing Service Quality: An International Journal (1993) 3 (3): 39–42.
https://doi.org/10.1108/EUM0000000003169

Outlines a new approach to understanding the impact of service failure and service recovery on customer retention/defection. Reviews current approaches to understanding retention/defection. Considers the causes for customer defection. Illustrates the benefits of the proposed approach, and concludes by stressing the role of defection prevention.

Keywords: Customer loyalty, CUSTOMER SATISFACTION, CUSTOMER SERVICE, SERVICE QUALITY
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© MCB UP Limited
1993
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