Service Failures and recovery strategies

Question 1

What are the four service failure Groups?

Answer 1

Service delivery
relating to customer needs or requests
relating to unprompted/unsolicited staff actions
relating to problematic customers

Question 2

What are the types of customer complaints?

Answer 2

Instrumental (wanting a fix)
Non-instrumental (dont expect a fix)
Ostensive (Outer-directed)
Reflexive (inner-directed)

Question 3

Why do customers complain?

Answer 3

To correct the problem
Emotional release from frustration
Regain some measure of control
Solicit sympathy 
Test for consensus of the complaint
Create an impression of being more intelligent and discerning

Question 4

What are the key strategies to service recovery?

Answer 4

Measure costs 
Encourage complaints 
Anticipate needs for recovery
Train staff
Respond quickly 
Empower the front line 
Close the loop

Question 5

How can recovery efforts be evaluated?

Answer 5

Distributive justice (compensation)
Procedural justice process (time)
Interactional justice - human (empathy, friendliness).

Question 6

What are the steps in tracking and analysing service failures and recovery strategies?

Answer 6

developing the questionnaire
data collection
data analysis
Validating the reliability of the categories
presenting the results
developing managerial implications based on results.