Service Recovery in China and Russia

Authors

Wendy Gubler, Brigham Young University
Dr. Kristie Seawright, Brigham Young University

Keywords

service recovery, China, Russia, service delivery

College

Marriott School of Management

Department

Management

Abstract

Service recovery is the process of turning disappointed customers into satisfied, loyal customers (Bell and Ridge, 1992). It is an integral part of service delivery design for service industries, where some failure is inevitable.

Recommended Citation

Gubler, Wendy and Seawright, Dr. Kristie (2013) "Service Recovery in China and Russia," Journal of Undergraduate Research: Vol. 2013: Iss. 1, Article 2499.
Available at: https://scholarsarchive.byu.edu/jur/vol2013/iss1/2499