The profitable art of service recoverygreenspun.com : LUSENET : Service Level Management : One Thread
I am currently studying markleting and have been asked to investigate into service recovery and customer loyalty. I would be very grateful if you could send me any relevant information you have on the subject.
Nathan Barham 9 Wey Close Ash Surrey GU12 6LY
-- Nathan Barham (email@example.com), March 01, 2002
i am studing my friend on the same subject pls what ever stuff u have pls send me rgds (i am currently studying marketing and have been asked to investigate into service recovery and customer loyalty. I would be very grateful if you could send me any relevant information you have on the subject)
-- SHAIKH ABDUL SALAM (firstname.lastname@example.org), March 19, 2004.
I am also doing a report on Service Recovery. Any tips or help would be much appreciated. Here is a book that might help you all out. Customer Service: The Road to Greater Profits. Author: Lloyd W. Mosely. Publishing: Chain Store Publishing Corp. Year: 1972. Thanks!
-- Sarah Rensen (email@example.com), March 30, 2004.
Strangely enough, i'm studying marketing and am looking at service recovery too. It's a lot more in-depth than i first thought! But if you're at Uni/college you can find a lot of really good articles through journals (try ABI/Inform, Emerald, etc if you have an Athens password). In terms of relevant books, have a look at "Relationship Marketing: Management of Customer Relationships" by Manfred Bruhn (2003), or "Services Marketing: Integrating Customer Focus Across the Firm" by Zeithaml and Bitner (2000).
If none of these are any help, just look for work by people like Steven Brown, Steve Tax or Ron Zemke, and they should give you a good lot of stuff to think about.
Hope that helps! :)
-- Fiona (firstname.lastname@example.org), April 01, 2004.