This piece of research is focused on service recovery and uses the RECOVSAT instrument to obtain data from a sample of complaining customers. The study comprises three main stages. The first stage includes a descriptive analysis of the incidence and consequences of complaints in several...

Empirical research on quality improvement in service organisations has been growing in recent years but it still lags behind the developments observed in manufacturing. It has been generally recognised that more research is needed in the field, especially with regard to the application of...

Purpose – The purpose of this research is to develop an index for assessing service capability when the customer considers satisfactory a certain range of service performance, the so‐called zone of tolerance. Design/methodology/approach – Literature on service research and statistical...