The critical role of service remediation strategies in the modern service industry
DOI:
https://doi.org/10.63313/EBM.9070Keywords:
Service Recovery Strategies, Emotional Contagion, Attribution of Service Failures, Service Quality ManagementAbstract
In today’s fiercely competitive business landscape, companies are increasingly aware that high - quality service recovery strategies are vital for preserving customer satisfaction and loyalty. As customer expectations of services contin-ue to rise, there is a corresponding decline in their tolerance for service failures. Effective service recovery extends beyond merely correcting individual service failures; it represents a long - term approach to customer relationship manage-ment and brand reputation protection. Against the backdrop of the booming e - commerce sector, courier services, as an emerging service domain, have drawn extensive attention from both academic and industry circles regarding the effec-tiveness of their service recovery efforts. This study delves into the effectiveness of service recovery strategies. It examines the implementation of recovery measures across different service sectors and their subsequent impact on cus-tomer satisfaction and loyalty.
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