The effects of service failures and recovery on customer loyalty in e-services¶
Sousa, R., & Voss, C. A. (2009). The effects of service failures and recovery on customer loyalty in e-services. International Journal of Operations & Production Management, 29(8), 834-864.
Cited by¶
1 citation across 1 artifact.
Each citation links to the sentence it supports in the citing article.
Mechanisms¶
- Escalation/De-escalation Matrix
- Handled well, a resolved escalation can leave the customer more loyal than if nothing had gone wrong, the effect known as the service recovery paradox.
This sourceThe cited work establishes a resolved escalation can leave the customer more loyal than if nothing had gone wrong and the effect known as the service recovery paradox.
- Handled well, a resolved escalation can leave the customer more loyal than if nothing had gone wrong, the effect known as the service recovery paradox.
Verification¶
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Does it back the claim? Not recorded. The single citation of this work carries no recorded support check.
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Registry ID ref:4094765f0ffa · see in the full table