The Factors for Service Recovery of Family Restaurant and Mobile Telecommunication Service
OH se-gu · Journal of the Korean society for quality management · 2007
The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance