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Essentials of Services Marketing, Second Edition by Christopher Lovelock, Patricia Chew, Jochen Wirtz

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Chapter 13. Complaint Handling and Service Recovery

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Recognize the actions that customers may take in response to service failures.

Image LO 2 Understand why customers complain.

Image LO 3 Know what customers expect from the firm when they complain.

Image LO 4 Understand how customers ...

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