The myth of service recovery

One factor that influences perceptions of recovery efforts is consumer expectations while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service experience.

The myth of service recovery

Rick GarlickMaritz Research Hospitality Group, United States


Service recovery has been defined as the actions an organization takes in response to a service failure (Gronoos, 1988). Since customers naturally feel...

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