The Impact of Service Recovery on Customer Loyalty (Case.

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Abstract. Service recovery has attracted serious research attention in the recent past. Purpose of this paper is to review service recovery research, classify research articles according to their approaches and methodologies, and find the gaps in the literature for better service recovery research.

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Evaluation of Service Recovery Strategies in the Hotel Industry: Perspectives of the Front Office Department Fanggy Theresia Sumaco and Kashif Hussain Taylor’s University, Malaysia The theories on effective service recovery are familiar to both in-services industry practitioners and academia.

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Thesis done The effect of employee empowerment on service quality and customer satsifaction FINALdocx.

Previous service recovery studies have categorized recovery types into psychological recovery and tangible recovery. Psychological recovery provides customers who have experienced a service failure with an apology and empathy, while tangible recovery offers physical compensation for customers’ real damages, such as coupons, discounts, and free products ( Bell, 1992, Zemke, 1994 ).

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Service recovery performance has emerged as an important topic for academicians and practitioners over the last two decades. Many studies have attempted to uncover the factors that influence the.