Technology enablers to recover from failures in e-services

Communications of the ACM

Volumn 46, Issue 6, 2003, Pages 56-57

  Shaw, Neal G ^a   Craighead, Christopher W ^b  

^a TEXAS CHRISTIAN UNIVERSITY   (United States)

^b UNIVERSITY OF NORTH CAROLINA AT CHARLOTTE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SERVICES; E-PROVIDERS; E-SERVICES; SERVICE RECOVERY;

CUSTOMER SATISFACTION; DATA ACQUISITION; DATA MINING; DATA REDUCTION; ELECTRONIC MAIL; GENETIC ALGORITHMS; INDUSTRIAL MANAGEMENT; INFORMATION TECHNOLOGY; INTELLIGENT AGENTS; MARKETING; OPERATIONS RESEARCH; PRODUCT DEVELOPMENT;

ELECTRONIC COMMERCE;

EID: 4243202851     PISSN: 00010782     EISSN: None     Source Type: Journal    
DOI: 10.1145/777313.777341     Document Type: Review

References (3)

1. Hart, C.W.L., Heskett, J.L., and Sasser Jr., W.E. The profitable art of service recovery. Harvard Business Review (1990), 148-156.
2. Kelley, S.W., Hoffman, K.D., and Davis, M.A. A typology of retail failures and recoveries. J. Retailing (1993), 429-442.
3. Miller, J.L., Craighead, C.W., and Karwan, K.R. Service recovery: A framework and empirical investigation. J. Operations Management 18, (2000), 387-400.