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Article | Harvard Business Review | July–August 1990

The Profitable Art of Service Recovery

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

Keywords: Profit;

Format: Print

9 pages

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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.

About the Authors

James L. Heskett

UPS Foundation Professor of Business Logistics, Emeritus

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UPS Foundation Professor of Service Management, Emeritus

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