Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty

@article{Komunda2012RemedyOC,
  title={Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty},
  author={Mabel Komunda and Aihie Osarenkhoe},
  journal={Business Proc. Manag. Journal},
  year={2012},
  volume={18},
  pages={82-103}
}
Purpose – This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment. Design/methodology/approach – A conceptual framework encompassing th\e concepts of service recovery, communication, customer satisfaction and customer loyalty in the commercial bank setting is developed. A questionnaire is designed to focus on issues related to efforts made to… CONTINUE READING
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