oussama hamana

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Hi, my name is Oussama Hamana and I’m a Customer Service mamager at Seddiqi holding, the largest retailer of Swiss Watches such as Rolex, Chopard, Audemars Piguet and many more. Being part of the after-sales team, there are no two days alike

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Derya TOKSÖZ

Isparta University of Applied Sciences

Ali DALGIÇ

Isparta University of Applied Sciences

OZAN GULER

Mersin University

ERDOGAN KOC

Bahcesehir University

Dat Ha

IOSR Journals

Jayraj Roodurmun

University of Mauritius

Kingsley Emenyionu

Abia State Polytechnic, Aba

Dr. Erdogan Ekiz

Westminster International University in Tashkent

Erdogan Ekiz

King AbdulAziz University (KAU) Jeddah, Saudi Arabia

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The Effectiveness of Service Recovery in Addressing Service Failures and in Achieving Customers' Advocacy, Retention and Purchasing Loyalty Within the UAE Luxury Retail Industry

Within the current hyper-competitive market, attracting new customers and retaining the existing ... more Within the current hyper-competitive market, attracting new customers and retaining the existing ones is paramount to the success of any business and to its ability to control more market shares and achieve a competitive edge. Nonetheless, despite the efforts made by firms across the globe that aim to provide an excellent service, many companies are subject to service-related failures affecting customers' satisfaction, loyalty and in turn, put an end to the relationship between both parties. It is for this reason; the following paper has explored the effectiveness of service recovery in responding to service failures and in achieving customer loyalty. Research Ethics Committee use only Decision reached: Project approved Project approved in principle Decision deferred Project not approved Project rejected Project reference number: Click here to enter text. Name: Click here to enter text. Date: Click here to enter a date. Signature: Details of any conditions upon which approval is dependant: Click here to enter text.

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The Effectiveness of Service Recovery in Addressing Service Failures and in Achieving Customers' Advocacy, Retention and Purchasing Loyalty Within the UAE Luxury Retail Industry

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