Title: Marketing

Essay Details

Subject: Business
Author: Joseph R
Date: June 28, 2015
Grade: A
Length: 5 / 1347
No of views: 0
Essay rating: good 0, average 0, bad 0 (total score: 0)

Essay text:

Did you get a quick acknowledgement of the problem, speedy resolution of the problem, and -- perhaps -- compensation for your troubles? (Imagine if you got a truly sincere apology and not some phony empathy?) Weren't you more likely to buy from that company again because of the confidence you now had in their business practices? That's the key value to effective service recovery and complaint handling: customer retention...

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Complaint handling has serious negative connotations; whereas, service recovery has positive connotations. Complaint handling is placating people, minimizing a negative. Service recovery practices are a means to achieve the potential, latent value a customer holds for a company by fostering an ongoing positive relationship...

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