Linkages between service recovery system and customer justice perceptions: A multi-level model of employee service recovery performance.
Rao Abhishek S, Pai P Yogesh, Sethumadhavan Lakshminarayanan·F1000Research
Past research aimed at service recovery has focused on actions that are taken to retain customers, and the possibility of overcoming the mistakes of service delivery, though the multidimensional nature of the service recovery process has begun to move beyond the complaint handling process. In this paper, we identify th…