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Focusing on the critical aspect of complaint handling, this volume emphasizes the importance of addressing customer dissatisfaction effectively to foster loyalty. It offers practical and accessible strategies for service recovery, rooted in scientific research. As part of the Winning in Service Markets Series, it connects academic insights with real-world applications, showcasing best practices and current trends in services marketing and management globally. This resource is essential for professionals aiming to enhance service quality and customer retention.
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DESIGNING COMPLAINT HANDLING AND SERVICE RECOVERY STRATEGIES, Jochen Wirtz
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- Année de publication
- 2017
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