Jochen Wirtz

Designing Complaint Handling and Service Recovery Strategies

The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners.
Keywords:Services Marketing;Marketing;Consumer Behavior;Positioning Services;Service Process;Service Environment;Service Advantage;Customer Relationships;Managing Relationship and Building Loyalty;Complaint Handling;Service Recovery;Service Excellence;Service Quality and Productivity; Service LeadershipReview:Key Features:There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitionersThe book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet pointsThe book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia
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    mail93302har citeretfor 4 år siden
    Figure 2: Customer response categories to service failures.
    mail93302har citeretfor 4 år siden
    Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
    Donald Porter V.P. British Airways
    Ina Risnantyhar citeretfor 4 år siden
    •Keeping customers informed of progress
    •Considering compensation
    •Persevering to regain customer goodwill
    •Checking the service delivery system and improving it

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