|Author||Shaw, Neal G. ♦ Craighead, Christopher W.|
|Source||ACM Digital Library|
|Publisher||Association for Computing Machinery (ACM)|
|Abstract||Although the goal of e-providers should be to provide quality service to all customers at all times, occasional failure is inevitable. Whether the failure is inherent in the content of the e-service (for example, a service that does not meet the expectations of the customer) or in the process (for example, the customer encountered problems with a Web site), the e-provider must be prepared to recover from this failure---a process known as service recovery. Successful service recovery is critical to customer retention and maintaining or possibly increasing customer loyalty . Although service recovery has received a significant amount of attention in the fields of marketing (for example, ) and operations management (for example, ), the existing concepts must be adapted to the e-service environment. Accordingly, we provide the following seven action items for an e-service provider to remember when it attempts to recover from a service failure:|
|Description||Affiliation: Texas Christian University, Fort Worth, TX (Shaw, Neal G.) || University of North Carolina at Charlotte (Craighead, Christopher W.)|
|Age Range||18 to 22 years ♦ above 22 year|
|Education Level||UG and PG|
|Learning Resource Type||Article|
|Publisher Place||New York|
|Journal||Communications of the ACM (CACM)|
Ministry of Human Resource Development (MHRD) under its National Mission on Education through Information and Communication Technology (NMEICT) has initiated the National Digital Library of India (NDLI) project to develop a framework of virtual repository of learning resources with a single-window search facility. Filtered and federated searching is employed to facilitate focused searching so that learners can find out the right resource with least effort and in minimum time. NDLI is designed to hold content of any language and provides interface support for leading vernacular languages, (currently Hindi, Bengali and several other languages are available). It is designed to provide support for all academic levels including researchers and life-long learners, all disciplines, all popular forms of access devices and differently-abled learners. It is being developed to help students to prepare for entrance and competitive examinations, to enable people to learn and prepare from best practices from all over the world and to facilitate researchers to perform inter-linked exploration from multiple sources. It is being developed at Indian Institute of Technology Kharagpur.
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