ESTUDIO SOBRE LA RELACIÓN ENTRE LA RECUPERACIÓN DEL SERVICIO Y EL DESPERDICIO DE CLIENTES
DOI:
https://doi.org/10.5380/relainep.v14i27.102391Resumen
Este estudio analiza la relación entre las estrategias de recuperación del servicio y el desperdicio de clientes, investigando cómo la efectividad de estos esfuerzos influye en la retención, la satisfacción y la lealtad del consumidor. La investigación realiza un mapeo científico integral de los enfoques teóricos y empíricos presentes en la literatura, demostrando que procesos de recuperación bien estructurados pueden reducir significativamente la pérdida evitable de clientes mediante la restauración de la confianza y el fortalecimiento de los vínculos relacionales. En contraste, iniciativas fragmentadas o insuficientes tienden a generar beneficios limitados e incluso pueden agravar la percepción negativa del servicio. El estudio discute implicaciones prácticas para los gestores y presenta líneas para futuras investigaciones, destacando la necesidad de enfoques proactivos, personalizados y alineados con los principios del pensamiento esbelto.
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