Article | Harvard Business Review | July–August 1990

The Profitable Art of Service Recovery

by C. Hart, J. Heskett and W. Earl Sasser

Keywords: Profit;

Citation:

Hart, C., J. Heskett, and W. Earl Sasser. "The Profitable Art of Service Recovery." Harvard Business Review 68, no. 4 (July–August 1990): 148–156.