Service Recovery Expectations in Unstable Economies

Authors

Charlotte L. Hoopes, Brigham Young University
Dr. Kristie Seawright, Brigham Young University

Keywords

service recovery, recovery expectations, unstable economies, service delivery

College

Marriott School of Management

Department

Management

Abstract

Despite the efforts and precautions a company may take to avoid errors or breakdowns during service delivery, failures are, at one time or another, bound to occur. Still, as unavoidable as service failures appear, organizations cannot afford to ignore the significant costs that result from customer defection and negative word of mouth.

Recommended Citation

Hoopes, Charlotte L. and Seawright, Dr. Kristie (2013) "Service Recovery Expectations in Unstable Economies," Journal of Undergraduate Research: Vol. 2013: Iss. 1, Article 2495.
Available at: https://scholarsarchive.byu.edu/jur/vol2013/iss1/2495