Professional Documents
Culture Documents
Service Failure, Complaint Handling and Service Recovery
Service Failure, Complaint Handling and Service Recovery
SERVICE FAILURE,
COMPLAINT
HANDLING AND
SERVICE RECOVERY
DISCONFIRMATION MODEL
EXPECTED PERCEIVED
PERFORMANCE PERFORMANCE
COMPARISION
STAY SWITCH
WHY DO PEOPLE COMPLAIN?
• Social Benefits
• Compensation
• Social Obligation
• Trouble Causers/ Complaining personalities
Graph
EFFECTS OF FAILURE: IMP
Customer Markets
Organization
Internal Markets
CUSTOMER RETENTION THROUGH
RM: LEAKING BUCKET THEORY
SERVICE FIRM A SERVICE FIRM B
10% New Customers every 10% New Customers every
year year
5% loss of customers 10% loss of customers
95% Retention Rate 90% Retention Rate
AFTER 14 YEARS
SERVICE FIRM A SERVICE FIRM B HAS
DOUBLES ITS THE SAME
CUSTOMER BASE CUSTOMER BASE
A FIRM THAT HAS HALF THE CUSTOMER LEAKAGE THAN ITS
RIVAL WILL HAVE DOUBLE THE MARKET BASE IN 14 YEARS.
CHAPTER 13:
IMPACT OF
TECHNOLOGY ON
SERVICES
DIFFERENT TECHNOLOGIES
• Power and Energy technology
• Physical design technology
• Materials technology
• Methods technology
• Biotechnology
• IT
APPLYING TECHNOLOGY TO
SERVICES/ USES OF TECHNOLOGY
• People Processing
• Possession Processing
• Mental Stimulus Processing
• Information Processing
CHAPTER 14:
INTERNATIONALIZATION
OF
SERVICES
FACTORS INFLUENCING
GLOBALIZATION
• Change in social factors
• Changes in technology
• Changes in political and legal conditions
• Changes in the market
• Competitive advantage
OVERSEAS MARKET ENTRY
STRATEGIES
• Exports
• Turnkey projects
• Licensing
• Franchising
• Joint ventures
• Strategic alliance
• Wholly owned subsidiaries
• Merger and acquisitions
• Piggyback
CHALLENGES IN THE GLOBAL MARKET
Legal barriers
• Discriminating laws
• Subsidies
• Restriction on entry
• Copyrights and trademarks
Cultural Barriers
• Language
• Customs
• Values and attitudes
• Lifestyle
Financial Barriers
• Changes in currency exchange rates
• Problems with logistics