Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • July–August 1990
  • Article
  • Harvard Business Review

The Profitable Art of Service Recovery

By: C. Hart, J. Heskett and W. Earl Sasser
  • Format:Print
  • | Pages:9
ShareBar

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.
  • Find it at Harvard

About The Authors

James L. Heskett

→More Publications

W. Earl Sasser

→More Publications

More from the Authors

    • December 2024 (Revised March 2025)
    • Faculty Research

    Shouldice Hospital Today

    By: James Heskett
    • December 2024 (Revised March 2025)
    • Faculty Research

    The Shouldice Hospital Today

    By: James Heskett and Roger Hallowell
    • April 2024
    • Faculty Research

    Cyrus and Cyrus 3.0

    By: James Heskett
More from the Authors
  • Shouldice Hospital Today By: James Heskett
  • The Shouldice Hospital Today By: James Heskett and Roger Hallowell
  • Cyrus and Cyrus 3.0 By: James Heskett
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.