Business Recovery

Adrian Furnham

A chapter in Management Intelligence, 2008, pp 52-53 from Palgrave Macmillan

Abstract: Abstract There are considerable data to support the perhaps counter-intuitive idea that if a particular “service delivery” fails in some way, but is recovered, people are more happy with the company than if the “cock-up” never occurred. No, this is not the world of compensation lawyers and court cases. It may not even involve money at all. A small spillage compensated by a free dessert, a late pizza delivery and you get it for free.

Keywords: Business Class; Card Holder; Ticket Sale; Allegiance Card; Newspaper Column (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-22743-9_13

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DOI: 10.1057/9780230227439_13

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