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Author Shaw, Neal G. ♦ Craighead, Christopher W.
Source ACM Digital Library
Content type Text
Publisher Association for Computing Machinery (ACM)
File Format PDF
Language English
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 [1]. Although service recovery has received a significant amount of attention in the fields of marketing (for example, [2]) and operations management (for example, [3]), 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
Educational Use Research
Education Level UG and PG
Learning Resource Type Article
Publisher Date 2005-08-01
Publisher Place New York
Journal Communications of the ACM (CACM)
Volume Number 46
Issue Number 6
Page Count 2
Starting Page 56
Ending Page 57


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Source: ACM Digital Library