Search the Internet for Service Recovery Information
Visit a variety of websites in order to locate additional information on service recovery.
Look for articles, books, research studies, or specific organizational strategies
for handling service recovery. To locate the information, select some of the key
terms mentioned in this chapter to prompt various search engines. Here are some
of the terms you may want to try:
| Service recovery | | Customer satisfaction | | Customer retention | | Service breakdowns | | Customer dissatisfaction | | Customer defection |
Also, try these sites as a starter:
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