Analyzing the Impact of Service Remediation on Consumers and Businesses
DOI:
https://doi.org/10.62051/ijgem.v3n2.25Keywords:
Service remediation, Consumers, CorporationsAbstract
In a modern service economy, service quality is critical to consumer satisfaction and firm competitiveness, but service quality problems are difficult to avoid. Therefore, firms need to take measures for service remediation to solve the dissatisfaction problems encountered by consumers. This thesis will explore the impact of service remediation on consumer satisfaction, loyalty and consumer protection as well as corporate reputation management, profit, revenue and cost of quality from both consumer and firm perspectives to help firms better understand the impact of service remediation on consumers and firms as well as to provide some management recommendations. These recommendations will help to improve service quality, enhance consumer satisfaction, and strengthen the competitiveness and sustainability of enterprises.
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