Publications
Publications
- March 2001 (Revised March 2002)
- HBS Case Collection
Service Recovery
Abstract
Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives.
Keywords
Citation
Hallowell, Roger H. "Service Recovery." Harvard Business School Background Note 801-342, March 2001. (Revised March 2002.)