Chapter 15: Service Recovery

Question 1

Service recovery paradox

Answer 1

That an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.

Question 2

Types of complainers

Answer 2

• Passives
• Voicers
• Irates
• Activists

Question 3

Passives

Answer 3

‘there is no point’. Uncomfortable complaining. Unlikely to complain to anyone.

Question 4

Voicers

Answer 4

complain to the service provider, less likely to spread negative WOM or switch.

Question 5

Irates

Answer 5

relatively angry. Likely to complain to friends and relatives, and to switch.

Question 6

Activists

Answer 6

above average likelihood of complaining to all parties. Believe complaining helps.

Question 7

Interactional justice

Answer 7

Focuses on the interpersonal treatment received during the complaint process.

Question 8

Zero defects

Answer 8

Do it right the first time.

Question 9

Service guarantees

Answer 9

A guarantee is a particular type of recovery tool. In a business context, a guarantee is a pledge or assurance that a product offered by a firm will perform as promised and, if not, then some form of reparation will be undertaken by the firm.