Name: Designing Complaint Handling and Service Recovery Strategies (Winning in Service Markets) (en Inglés)
Price: 348.18 MXN
Availability: InStock
Author: Jochen Wirtz
ISBN: 9781944659394

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portada Designing Complaint Handling and Service Recovery Strategies (Winning in Service Markets) (en Inglés)

Formato

Libro Físico

Editorial

Ws Professional

Autor

Jochen Wirtz

Idioma

Inglés

N° páginas

Encuadernación

Tapa Blanda

ISBN13

9781944659394

Designing Complaint Handling and Service Recovery Strategies (Winning in Service Markets) (en Inglés)

Jochen Wirtz (Autor) · Ws Professional · Tapa Blanda

Libro Físico

$ 348.18

$ 633.06

Ahorras: $ 284.88

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Origen: Estados Unidos (Costos de importación incluídos en el precio)

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Reseña del libro "Designing Complaint Handling and Service Recovery Strategies (Winning in Service Markets) (en Inglés)"

The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.