Resolving the Service Recovery Paradox

Authors

Ryan Jeffrey Walker, Brigham Young University
Dr. Kristie Seawright, Brigham Young University

Keywords

service recovery, service management, customer contact, service failures

College

Marriott School of Management

Department

Marketing

Abstract

Unlike manufacturing, zero defects are impossible to achieve in service management due to varying expectations of interpersonal communication and/or customer contact. Recognizing that service failures will occur, effective service managers design recovery elements into their service delivery system. Service recovery is the set of activities designed to recover customer loyalty after they have suffered a service failure.

Recommended Citation

Walker, Ryan Jeffrey and Seawright, Dr. Kristie (2013) "Resolving the Service Recovery Paradox," Journal of Undergraduate Research: Vol. 2013: Iss. 1, Article 2468.
Available at: https://scholarsarchive.byu.edu/jur/vol2013/iss1/2468