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- W2010333586 abstract "Notes the fact that dissatisfied customers may not complain to the service provider, but will tell a number of people about the bad service they have received. Looks at factors related to the development of a service recovery system to ensure that dissatisfied customers are dealt with effectively so as to ensure they receive appropriate levels of service and to maximize customer retention. Considers factors such as the reasons for customer complaints, reciprocity and complaint handling and ways to instil a service recovery strategy." @default.
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- W2010333586 date "1998-02-01" @default.
- W2010333586 modified "2023-09-30" @default.
- W2010333586 title "Complaining customers, service recovery and continuous improvement" @default.
- W2010333586 doi "https://doi.org/10.1108/09604529810199421" @default.
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