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Customer conflict styles in service recovery: An empirical analysis

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Beiträge zur Dienstleistungsforschung 2016

Part of the book series: Fokus Dienstleistungsmarketing ((FDM))

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Zusammenfassung

Managing complaints adequately is key to preventing firm-damaging conflicts arising from inadequate service recovery and successfully maintaining profitable relationships after service failure (Keaveney 1995). However, many firms lack a strategic orientation in applying service recovery initiatives (Grewal et al. 2008) and thus face unpredictable customer responses to service recovery as well as intense conflicts (Beverland et al. 2010).

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  1. Ingolstadt, Deutschland

    Leonhard Mandl

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  1. Leonhard Mandl
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  1. LS Unternehmensführung, Universität Hohenheim LS Unternehmensführung, Stuttgart, Baden-Württemberg, Germany

    Marion Büttgen

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Mandl, L. (2017). Customer conflict styles in service recovery: An empirical analysis. In: Büttgen, M. (eds) Beiträge zur Dienstleistungsforschung 2016. Fokus Dienstleistungsmarketing. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-16464-5_5

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  • DOI: https://doi.org/10.1007/978-3-658-16464-5_5

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