Estratégias de recuperação de serviço no varejo e seu impacto na fidelização dos clientes
Main Article Content
Abstract
Difficulties in the prevential and recovery of failures in service operations have been credited to poor knowledge on their nature. Based on research with customers of goods retail operations in Brazil, the paper identifies perceived service failures, the recovery strategies employed by retailers to remedy them, and the impact of these strategies on resulting customer behavior. Using the critical incident technique, it was possible to identify 13 categories of failures and 11 recovery strategies used by operations. Results suggest that a good evaluation by customers of the recovery strategies adopted by retailers has a positive effect on customer retention.
Downloads
Download data is not yet available.
Download data is not yet available.
Article Details
How to Cite
Figueiredo, K. F., Ozório, G. B., & Arkader, R. (1). Estratégias de recuperação de serviço no varejo e seu impacto na fidelização dos clientes. Journal of Contemporary Administration, 6(3), 55-73. https://doi.org/10.1590/S1415-65552002000300004
Section
Articles
Since mid-February of 2023, the authors retain the copyright relating to their article and grant the journal RAC, from ANPAD, the right of first publication, with the work simultaneously licensed under the Creative Commons Attribution 4.0 International license (CC BY 4.0), as stated in the article’s PDF document. This license provides that the article published can be shared (allows you to copy and redistribute the material in any medium or format) and adapted (allows you to remix, transform, and create from the material for any purpose, even commercial) by anyone.
After article acceptance, the authors must sign a Term of Authorization for Publication, which is sent to the authors by e-mail for electronic signature before publication.