Archive for category: Research Reports

The New Service Recovery Paradox: Step it up with Follow-up

The New Service Recovery Paradox: Step it up with Follow-up

We consistently see how lack of follow-up causes an incomplete service recovery, resulting in overall dissatisfaction. Surprisingly, many times employees are quick to take quick action and remedy a situation, but do not communicate that the issue has been resolved, leaving the guest unaware that their requests have been...

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