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SERVICE RECOVERY
Service Recovery
Table of Contents
Introduction3
Service recovery5
Customer satisfaction/dissatisfaction and the disconfirmation paradigm7
Complaint behaviour responses9
Service recovery options: the technology of service11
The outcomes of service recovery17
The methodology20
The empirical results25
Summary of empirical findings31
Managerial implications34
Limitations37
References41
Service Recovery
Introduction
Customer satisfaction has been described as both the ultimate goal of the market economy (Pfaff, 1976) and the key outcome ...
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UNILEVER PLC
Unilever Plc
Unilever Plc
Introduction
One of the world's leading suppliers of fast-moving consumer products in the food, home and personal care categories, Unilever's portfolio includes some of the leading and best-known brands. Knorr is Unilever's biggest food brand, with €3 billion in sales per year and a strong presence in more ...
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A LIMITED LIABILITY COMPANY
A Limited Liability Company
A Limited Liability Company
A Limited Liability Company (LLC) is a business structure allowed by state statute. LLCs are popular because, similar to a corporation, owners have limited personal liability for the debts and actions of the LLC. Other features of LLCs are more ...
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STUDY SKILLS FOR NURSING
Study Skills for Nursing
Study Skills for Nursing
Introduction
The learning environments developing in private homes or houses are more diverse and potentially more powerful than ever before as living places embrace a range of new technologies and services to address students' needs. Assembling materials to facilitate medical education has ...
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IMMIGRATION LAW
Immigration Law
Immigration Law
'Even where the appellant is unlikely to re-offend, the judicial authorities may be prepared to uphold a deportation on the basis that it may serve as an example and deter others.'
The UK Borders Act 2007 (“UKBA 2007”) entered into force on 1.8.2008 (UK Borders Act ...
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ADVISE WERNER WHETHER THE BRITISH IMMIGRATION
Work Permit Law
Work Permit Law
With regard to the scenario England is in the grip of a 'compensation culture' and, consequently, a 'litigation crisis' are asserted with increased frequency.1 Concerns of this kind can be found in the columns of newspapers, in official reports, ...
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WHY ETHICS IS IMPORTANT AUDITORS
Why Ethics is Important for Auditors
Why Ethics is Important for Auditors
Introduction
Business organisations like Lucas Corporation have recognised for some time that they have had a problem maintaining their unique identities and corporate cultures. That positive corporate image which took so long to secure, ...
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SOCIAL WORK IN SOCIETY
Social Work in Society
Social Work in Society
Introduction
The interview was done to Scott Lo an 18 years old man, a son of Chinese immigrants, born in Norwich, Norfolk England. The population of this place is predominantly white, working class area. The main reason for choosing Scott, lies on ...
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IMPACT OF DIVORCE
Impact Of Divorce On Various Family Members
Impact Of Divorce On Various Family Member
Divorce often leads to a dramatic decline in the economic situation of mothers and children. This reduction in family financial resources is one important influence on the adjustment of children from divorced families, accounting for ...
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Critical Career Review
Career Pathways and Core Competencies in Mental Health Nursing
Introduction
From the extensive literature available it is difficult to determine a succinct definition of a clinical career pathway. For the purposes of this report Jones (1997, p. 2) provides the following constructive definition: A clinical career path programme provides ...