Évaluer la perception des clients concernant la défaillance et le rétablissement des services
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£12.58 -
£16.71
£17.13
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Par conséquent, l'étude des rencontres entre les clients et les prestataires de services conduisant à des défaillances de service devient très importante pour réduire la dissonance chez les clients. La défaillance de service étant inévitable dans l'industrie des services, le rétablissement du service est un moyen important d'empêcher les clients de passer à un autre concurrent et à un bouche-à-oreille négatif, ainsi que de réduire les coûts associés.
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£27.18
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