{
  "title": "Le paradoxe de la récupération de service",
  "url": "https://www.shr.swiss/blog/service-recovery-paradoxe",
  "language": "fr",
  "datePublished": "2023-05-20",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Méta-analyse et données d'enquête.",
  "section": "Recherche",
  "topic": "Accueil client",
  "place": {
    "name": "Berne",
    "region": "Berne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "La recherche",
      "point": "McCollough, Berry & Yadav (2000, Journal of Marketing) montrent qu'une bonne récupération peut restaurer la satisfaction, rarement au-delà du niveau initial.."
    },
    {
      "heading": "La limite",
      "point": "Méta-analyse et données d'enquête.."
    },
    {
      "heading": "La nuance",
      "point": "Mieux vaut prévenir la panne que miser sur la récupération."
    },
    {
      "heading": "Implication pratique, vérifiable à Berne",
      "point": "Recenser les trois pannes les plus fréquentes et en traiter la cause."
    }
  ],
  "sources": [
    {
      "authors": "Yadav",
      "year": "2000",
      "source": "Journal of Marketing"
    }
  ],
  "wordCount": 99,
  "image": "https://www.shr.swiss/img/blog-Formation-Accueil-Client-Berne-service-recovery-paradoxe-fr.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/service-recovery-paradoxe",
    "en": "https://www.shr.swiss/blog/service-recovery-paradoxe-en",
    "de": "https://www.shr.swiss/blog/service-recovery-paradoxe-de",
    "it": "https://www.shr.swiss/blog/service-recovery-paradoxe-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/berne",
    "city": "https://www.shr.swiss/formations-ville/berne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}