Service recovery model based on the fulfillment of the value promise Chapter in Scopus uri icon

Abstract

  • © Springer International Publishing AG 2018.This research represents a quantitative correlational study to identify the relationship or degree of association that takes place when concepts of service recovery and degree of compliance, as related to the value proposition of an organization or company, in this case, restaurants in the city of Querétaro, México. During the study, these two variables will be measured and their links will be quantified, analyzed and established, and hypotheses derived from the theoretical framework will be proved. The main utility of correlational studies is to learn how a concept or a variable can behave in respect to behavior of other related variables. Particularly, we aim to understand the relationship between service recovery and value proposition to enable predictions and quantify the relations between both variables.

Publication date

  • January 1, 2018