Plan to do it right: And plan for recovery

David Cranage

Research output: Contribution to journalReview articlepeer-review

28 Scopus citations


This paper presents research results and implications in the literature for the last 15 years, and suggests guidelines on how to make the best use of the information to develop strategies that “fit” a service operation. There are considerable benefits of customer satisfaction, loyalty and increased profits from developing strategies to prevent service failures and strategies to successfully implement service recovery.

Original languageEnglish (US)
Pages (from-to)210-219
Number of pages10
JournalInternational Journal of Contemporary Hospitality Management
Issue number4
StatePublished - Jun 1 2004

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management


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