SERVICE RECOVERY SYSTEM GAPS
Keywords:
Customer Service Management, Customer Satisfaction, Consumer Behavior, Service Recovery, Service Recovery Paradox.Abstract
This study aims to give insights into the recovery process system to find the reasons for unsuccessful of this process. It goes in depth of customer, provider and environment linkages to understand how service recovery can be more effective and efficient. The paper is conceptual and it involves a model based approach to understand the integrities of service recovery process. The study finds eleven kinds of gap which hinder the successful recovery. They are customer expected vs. perceived service recovery, customer perceived vs. received recovery gap, service recovery employee performance gap, employee perception for expected vs. delivery of service recovery, management vs. employee perception for expected recovery, management vs. employees perception for the complain policy, employee
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