IEEE - Institute of Electrical and Electronics Engineers, Inc. - Study on the Service Failure and Service Recovery in the Communication Service Enterprises

2007 3rd International Conference on Wireless Communications, Networking, and Mobile Computing - WiCOM '07

Author(s): Qin Dabin ; Qin Dabin ; Zhang Weiguo ; Luo Jun
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 September 2007
Conference Location: Shanghai, China
Conference Date: 21 September 2007
Page(s): 3,196 - 3,199
ISBN (CD): 978-1-4244-1312-6
ISBN (Paper): 978-1-4244-1311-9
DOI: 10.1109/WICOM.2007.792
Regular:

It is important to retain customer satisfaction in communication services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction.... View More

Advertisement