Abstract
This chapter synthesizes existing knowledge on service failure and complaint management. Building on a recovery journey perspective, it discusses how different organizational responses at various points of the recovery process can help organizations to overcome disruption in customers’ experience. It concludes with a series of general recommendations on how to establish recovery and complaint management as a core part of the organization. With this effort, the chapter supports practitioners in dealing with failure and setting up appropriate service recovery systems.
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Orsingher, C., De Keyser, A., Varga, D., Van Vaerenbergh, Y. (2022). Service Failure and Complaints Management: An Overview. In: Edvardsson, B., Tronvoll, B. (eds) The Palgrave Handbook of Service Management. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-91828-6_39
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