Resumen
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.
| Idioma original | English |
|---|---|
| Título de la publicación alojada | Developments in Marketing Science |
| Subtítulo de la publicación alojada | Proceedings of the Academy of Marketing Science |
| Páginas | 123 |
| Número de páginas | 1 |
| DOI | |
| Estado | Published - 2015 |
Serie de la publicación
| Nombre | Developments in Marketing Science: Proceedings of the Academy of Marketing Science |
|---|---|
| ISSN (versión impresa) | 2363-6165 |
| ISSN (versión digital) | 2363-6173 |
Nota bibliográfica
Publisher Copyright:© 2015, The Academy of Marketing Science.
ASJC Scopus subject areas
- Marketing
- Strategy and Management
Huella
Profundice en los temas de investigación de 'Guidelines for Developing Retail Recovery Strategies'. En conjunto forman una huella única.Citar esto
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