Why service recovery fails: Tensions among customer, employee, and process perspectives

Business & Economics

• Service Recovery 100%
• Customer Recovery 80%
• Managers 43%
• Employees 40%
• Reward 18%
• Customer Satisfaction 14%
• Marketing Resources 12%
• Management Resources 11%
• Service Failure 11%
• Subculture 10%
• Process Improvement 9%
• Incidents 9%
• Mindset 9%
• Train 9%
• Customer Loyalty 8%
• Decision Making 8%
• Human Resource Management 8%
• Logic 7%
• Design Methodology 4%
• Industry 3%

Earth & Environmental Sciences

• services 53%
• human resource 4%
• marketing 4%
• resource management 4%
• train 3%
• learning 3%
• recommendation 3%
• decision making 3%
• organization 3%
• industry 2%
• methodology 2%