Essays about: "service recovery paradox SRP"
Found 2 essays containing the words service recovery paradox SRP.
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1. Reaching the Service Recovery Paradox : Using the Anchoring Effect to Reduce Required Monetary Compensation
University essay from Högskolan i Gävle/Avdelningen för ekonomiAbstract : Aim: When service failures occur, companies must use service recovery actions to recover customer satisfaction. The service recovery paradox refers to the paradox which occurs when a customer is more satisfied after successful service recovery, than they would have been if no failure had occurred. READ MORE
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2. Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry
University essay from Högskolan i Gävle/FöretagsekonomiAbstract : Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry Level: Student thesis, final assignment for Bachelor Degree in Business Administration Author: Beatrice Nylander & Andreas Edström Supervisor: Patrik Sörqvist Date: 2021 – June Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence. Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. READ MORE