Professional Documents
Culture Documents
Service Recovery
Service Recovery
Service failures : Service performances that fall below customer expectations and they bring about negative feelings and responses from customers
Service recovery refers to the actions taken by an organizations in response to a service failure
Reasons ?
Left unfixed, failures can result in customers leaving, spreading bad word-of-mouth and even challenging the organization through consumer rights organizations
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Recovery Paradox rare instances when an initially dissatisfied customer experiences an excellent service recovery. Eg: hotel front desk person upgrades his guest to a better room at the original price on non availability of room
9% 37%
Unhappy Customers Who Do Complain Complaints Not Resolved
Complaints Resolved
95%
Percent of Customers Who Will Buy Again
Source: Adapted from data reported by the Technical Assistance Research Program.
These four categories of complainers types will be relatively consistent and each type can be found in all companies and industries:Passive-These customers are least likely to take any action. Voicers- These customers actively complain to the service provider but they are less likely to spread negative word of mouth Irates-These consumers are more likely to engage in negative word of mouth to friends and relatives and to switch providers than are others. Activists-These consumers are characterized by above average propensity to complain on all dimensions.
Outcome Fairness
Customers expect outcomes or compensation, that match the level of their dissatisfaction. Compensation in form of money, an apology, future free services, reduced charges repairs or/ and replacements Equity in exchange they want to feel that the company has paid for its mistakes. Equality-similar to other customers.
Procedural Fairness
Customer expect fairness in terms of policies and timliness of complaint process.
Interactional Fairness
Customers expect to be treated politely, with car and honesty This form of fairness can dominate the others
Dealing with Complaining Customers and Recovering from Service Failure Take complaints professionally and not personally Be prepared to deal with angry customer who may behave in an insulting way to service personnel who may not be at fault Take the perspective that customer complaints allow firm a chance to
Correct problems, Restore relationships
Act Quickly
Service Recovery
Learn form Recovery Experiences
Customers who experience a service failure that is satisfactorily resolved may be more likely to make future purchases than customers without problems (Note: not all research supports this paradox) If second service failure occurs, the paradox disappearscustomers expectations have been raised and they become disillusioned Severity and recoverability of failure (e.g., spoiled wedding photos) may limit firms ability to delight customer with recovery efforts
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Act Quickly
This requires systems and procedures that allow quick action and empowered employees
Pricing
High Price Price Increases Unfair Pricing Deceptive Pricing
Inconvenience
Location/Hours Wait for Appointment Wait for Service
Competition
Ethical Problems
Cheat Hard Sell Unsafe Conflict of Interest
Involuntary Switching
Customer Moved Provider Closed
Source: Sue Keaveney, Customer Switching Behavior in Service Industries: An Exploratory Study, Journal of Marketing, April, 1995, pp. 71-82.
A guarantee is a pledge or assurance that a product is offered by a firm will perform as promised and if not then some form of compensation will be undertaken by the firm. Unconditional: Specific Purpose Guarantee Implicit Guarantee
A good guarantee as suggested by many authors is: Unconditional. No strings attached Easy to understand and communicate. customers and employees know what to expect and what is expected of them Meaningful. ]aspect of service that is important to the customer] Easy to invoke. The customer should not have to jump through hoops to invoke the guarantee as this causes further dissatisfaction.
dimensions Statement explaining the service the customer may expect (the promise) and what the company will do if it fails to deliver (the payout).
Promise of consistency compared to other services Cover customer costs Repeat business Assure customers subsequent service will be higher quality => change attitudes