Abstract
Outlines a new approach to understanding the impact of service failure and service recovery on customer retention/defection. Reviews current approaches to understanding retention/defection. Considers the causes for customer defection. Illustrates the benefits of the proposed approach, and concludes by stressing the role of defection prevention.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Managing Service Quality: An International Journal
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
