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Keywords: Service recovery
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Journal Articles
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 The age-old adage is that the customer is always right. The effect of this approach has been to enforce within firms that have direct engagement with customers...
Journal Articles
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...
