Dear All,
i doing research on service recovery of shopping customers quality/delivery. any latest empirical articles on this are please forword me.
Thank you
Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers.Service recovery is the combination of a variety of strategies to solve the specific context of the problem. Some of the important service recovery strategies includes:
Ensuring about services to fail-safe by doing it right the first time.
Encouraging and tracking complaints.
Act quickly.
Provide adequate explanations.
Treat customers fairly.
Cultivate relationship with customers.
Learn from recovery experience…………………….
Following link may be more usefull in developing the construct for the study
http://marketing-marketer-market.blogspot.com/2011/04/service-marketing-service-recovery.html
https://www.emeraldinsight.com/doi/abs/10.1108/15982688200700005?journalCode=ajq
https://www.tandfonline.com/doi/abs/10.1080/09593969.2017.1309675
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