Resumen de Is micro-recovery the answer to customer complaints?: Anticipatory and intervention processes in service recovery
Service recovery has a tendency to focus on critical incidents, understanding the variants of complaining behaviour and successful recovery strategies. Few studies have been undertaken on anticipation and intervention processes to benefit the service encounter and reduce the risks associated with service recovery i.e. the ability to capture signals before complaining or dissatisfaction occurs. This study investigates the strategies through qualitative research methods. The early results suggest behavioural and organisational determinants are recognised by front line staff and could be developed to reduce the risk of customer dissatisfaction through micro-recovery.
