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BA 212 Customer Service Essentials: Week 9 - Breakdowns & Recovery

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Articles

Customer participation in service recovery: A meta-analysis by Van Vaerenbergh, Y.; Hazée, S.; Costers, A.
Marketing letters, (2018), 29 (4), 465-483
Available through ProQuest
Customers’ emotions in service failure and recovery: A meta-analysis by Valentini, S.; Orsingher, C.; Polyakova, A.
Marketing letters, (2020), 31 (2-3), 199-216
Available through ProQuest
Reclaiming the future: Understanding customer forgiveness of service transgressions by Tsarenko, Y.; Strizhakova, Y.; Otnes, C.C.
Journal of service research, (2019), 22 (2), 139-155
Available through EBSCOhost
Service breakdown prevention: Delivering requisite variety and training for achieving the highly reliable service organization by Woodside, A.G.; Caldwell, M.; Calhoun, J.R.
International journal of contemporary hospitality management, (2020), 32 (2), 889-912
Available through ProQuest

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