Service Recovery Strategies Using Equity/Justice Theory

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Service Recovery Strategies Using Equity/Justice Theory

Service Recovery Strategies Using Equity/Justice Theory

 

The service sector plays an important role in the world economy today.  There is a general trend towards building an effective service sector even by companies which previously embarked on manufacturing.

Service Recovery Strategies Using Equity/Justice Theory

Most companies today rely on product differentiation to cut a competitive edge in the market and hence the service sector plays a major role in this pursuit.

Service Recovery Strategies Using Equity/Justice Theory

As firms continue to improve their services, service failure has been recognized as one of the major factors affecting service contexts for most firms engaged in world-class services systems. Service failure can be expensive and costly as they can easily contribute to negative word-of-mouth and therefore massive customer defections.  Therefore, it is important that firms understand what their consumers want and expect, most importantly when there is service failure.