Estrategias de recuperación del servicio: el impacto de las diferencias culturales
Journal
Hospitalidad ESDAI
Publisher
Hospitalidad ESDAI
Date Issued
2004
Author(s)
Becker, Cherylynn
Type
text::Non-primary product
Abstract
Relationship marketing and economies of scope are predicted to become the next major shift in organizational practice. The service recovery concept is a major element in effective implementation of both. Today, service recovery is the commonly used term for describing any actions designed and implemented to alter the negative perceptions of dissatisfied customers. This article integrates current knowledge in the area of service recovery with existing knowledge pertaining to the effect of culture on consumer behavior. With the increasing globalization of our customer base, the exploration of service recovery within the context of culture is both timely and important.
File(s)
License
Acceso Abierto
How to cite
Becker, C. . (2004). Estrategias de recuperación del servicio: el impacto de las diferencias culturales. HE, (6), 9–43.
Table of contents
Introducción -- Recuperación del servicio -- Mercadotecnia de realciones personales y económicas de alcance -- Revisión de la investigación -- Perpectivas sobre la cultura -- Culura norteamericanan -- Cultura escandinava -- Cultura asiática -- Cultura latina -- Implicaciones para la recuperación -- Estilo de la entrega de la recuperación -- Conclusión