Service recovery: A Case study

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Title: Service recovery: A Case study
Author: Yockel, Sharon Lynn
Abstract: This case study examines the readiness to implement a successful service recovery program in a culture that has operated as a monopoly for many years. Zemke's (1995) Recovery Readiness Inventory is used to survey a pilot group of 200 employees who have regular contact with customers. The survey shows that all the necessary policies and procedures are not in place and the culture is not ready to support the service recovery program. This conclusion is drawn from the survey scores. The minimum comfort zone score set by Zemke (1995) is achieved for only 1 category.
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Date: 1997

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