Service Failure and Complaints Management: An Overview

Chiara Orsingher (), Arne Keyser (), Dorottya Varga () and Yves Vaerenbergh ()
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Chiara Orsingher: University of Bologna
Arne Keyser: EDHEC Business School
Dorottya Varga: Vrije Universiteit Brussel
Yves Vaerenbergh: KU Leuven

A chapter in The Palgrave Handbook of Service Management, 2022, pp 823-846 from Springer

Abstract: Abstract This chapter synthesizes existing knowledge on service failure and complaint management. Building on a recovery journey perspective, it discusses how different organizational responses at various points of the recovery process can help organizations to overcome disruption in customers’ experience. It concludes with a series of general recommendations on how to establish recovery and complaint management as a core part of the organization. With this effort, the chapter supports practitioners in dealing with failure and setting up appropriate service recovery systems.

Keywords: Service failure; Complaint handling; Service recovery journey; Service recovery system (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_39

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DOI: 10.1007/978-3-030-91828-6_39

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