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Abstract

We have all experience 'bad service,' whether it be at the hands of ill-tempered waiting staff or a poorly trained shot manager, and you wouldn't be alone if you had regaled the story to friends and claimed, 'they've lost me a a customer forever!' But have you even been won back? And if you were, what was it that persuaded you to return? Some of the latest research from Ms. Heidi Albus and Dr. Heejung Ro at Rosen College for Hospitality Management investigates whether knowledge of a company's corporate social responsibility might have a significant effect on 'service recovery.'

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