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It is most difficult to recover a dissatisfied customer when: The customer does not complain because the organization does not ask for feedback. The customer
It is most difficult to recover a dissatisfied customer when:
The customer does not complain because the organization does not ask for feedback.
The customer complains and receives a slow response from customer service.
The customer does not complain because they view the problem as systematic and uncontrollable.
The customer complains and receives an explanation but no other compensation.
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Operations management
Authors: Jay Heizer, Barry Render
10th edition
978-0136119418, 136119417, 978-0132163927
