The Profitable Art of Service Recovery¶
Hart, C. W. L., Heskett, J. L., & Sasser Jr, W. E. (1990). The Profitable Art of Service Recovery.
Cited by¶
1 citation across 1 artifact.
Each citation links to the sentence it supports in the citing article.
Mechanisms¶
- Customer Make-Whole Credit
- It works best where relationship value exceeds the transaction value and repair is discretionary — subscription businesses, marketplaces, and hospitality lean on structured make-whole and service-credit policies for exactly this reason.
This sourceRecommends empowering frontline staff to use discretionary make-whole remedies and illustrates structured service recovery in hospitality settings.
- It works best where relationship value exceeds the transaction value and repair is discretionary — subscription businesses, marketplaces, and hospitality lean on structured make-whole and service-credit policies for exactly this reason.
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