Guidelines for Developing Retail Recovery Strategies

K. Douglas Hoffman, Scott W. Kelley

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

4 Citations (SciVal)


The objective of this study was to develop a typology of retail recovery strategies that were amenable to systematic investigation. In pursuit of this objective, this research utilized the critical incident technique to investigate samples of retailers of durable goods (RDG), hotel, and restaurant customers to: (1) identify and classify recovery strategies utilized within each retail sector in response to various customer service failures; (2) assess levels of customer perceived effectiveness associated with each respective recovery strategy; and (3) assess customer retention rates associated with the various recovery strategies.

Original languageEnglish
Title of host publicationDevelopments in Marketing Science
Subtitle of host publicationProceedings of the Academy of Marketing Science
Number of pages1
StatePublished - 2015

Publication series

NameDevelopments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)2363-6165
ISSN (Electronic)2363-6173

Bibliographical note

Publisher Copyright:
© 2015, The Academy of Marketing Science.

ASJC Scopus subject areas

  • Marketing
  • Strategy and Management


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