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Keywords: Service recovery
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Journal Articles
The decline of good manners: Understanding how to tackle poor customer behavior as a business
Available to Purchase
Journal:
Strategic Direction
Strategic Direction (2026) 42 (3): 1–2.
Published: 20 March 2026
... Limited 2026 Emerald Publishing Limited Licensed re-use rights only Hospitality management Customer retention Service recovery Reference Silvestro , L.L. and Silvestro , R. (2026), “ A good telling-off! a study of customer reprimand strategies ”, International Journal...
Journal Articles
Tweeting your way out of disaster: Using social media to enhance customer relations
Available to Purchase
Journal:
Strategic Direction
Strategic Direction (2017) 33 (8): 17–19.
Published: 14 August 2017
... company to directly and quickly engage with these types of complaints. In doing so, there are two pathways to follow: Social media Twitter Service failure Service recovery Adaptive service recovery In many ways, social media lies at the heart of our modern world and how we interact...
