MKT 4050 Chapter 7 Service Recovery

Helpfulness: 0
Set Details Share
created 7 years ago by bgsumkt4050
72 views
book cover
Services Marketing
Chapter 7
updated 7 years ago by bgsumkt4050
show moreless
Page to share:
Embed this setcancel
COPY
code changes based on your size selection
Size:
X
Show:
1

Service Failure

Anytime a service fails to meet the customer expectations

2

Service Recovery

This is how well the firm repairs and fixes the service failure

3

Passives

Customers who are least likely to take actions

4

Voicers

customers who actively complain

5

Irates

People who are more likely to engage in negative word of mouth advertising

6

Activists

customers who are above-average propensity to complain on all dimensions

7

What are customers looking for in recovery

Quick response, appropriate communication, and treat customers fairly (Outcome fairness, procedural fairness, and interactional fairness)

8

Characteristics of Service Garantee

Meaningful, easy to understand, easy to invoke

9

Two types of Guarantee

unconditional guarantee and conditional guarantee