Service Failure and Recovery (Ch. 13)

Question 1

Types of Service Failures

Answer 1

Service Delivery System Failure

Customer Needs and Requests

Question 2

Service Delivery System Failure is?

Answer 2

Unavailable service
Unreasonably slow service
Other core service failures

Question 3

Customer Needs and Requests failure is?

Answer 3

Special needs customers
Customer preferences
Admitted customer error
Disruptive error

Question 4

Service Failure and Recovery Process’s stages? (Stage 1)

Answer 4

Stage 1: Identifying Failures

–> Reduce complaint barriers (fFeedback made easy, taken seriously and positive meaning thank them for it)

Question 5

Service Failure and Recovery Process’s stages? (Stage 2)

Answer 5

Stage 2: Resolving Customer problems –> Fix the customer, fix the problem, fix the service

Question 6

Recovery paradox? (part of stage 2 fix the customer)

Answer 6

Is a customer who has experienced a service failure and exemplary service recovery likely to be more satisfied with the service provider than if he or she had not experienced the failure in the first place?

Possible after 1 but no 2 failures, more likely for minor when organisation can not be blamed.

Question 7

Double deviation? (part of stage 3 fix the problem)

Answer 7

Is a customer who has experienced a service failure and a poor recovery likely to be less satisfied with the service provider than if no recovery was attempted in the first place?

Observed with 2 service failures

Question 8

Why Do Customers Complain?

Answer 8

Complaining is a pressure valve.

Complaining helps customers re-assert (some) personal control over the situation.

Complaining can help solicit sympathy from others who are in a similar predicament.

Complaining shows others that you are experts and/or have high standards and tastes.

Question 9

Two types of complainers:

Answer 9

Reparation
Less interest in getting revenge
Write more formally, using “I” and a greater focus on the past and facts.
Desire for reparation is their strongest motivations.
–> They use email, phone –> Resolution is their ultimate goal –> compensationa and service improvements is their ultimate goal

Vigilant
More interest in getting revenge
Write les formally, with a greater use of “you” and “they”, and at the present tense
Their desire for reparation remains high.
–> They use social media –> goal to make firms pay –>

Question 10

Service Failure and Recovery Process’s stages? (Stage 3)

Answer 10

Communicating and Classifying Failures –>

Then Fix the Service

Question 11

Service Failure and Recovery Process’s stages? (Stage 4)

Answer 11

Integrating Data and Improving Overall Service