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Service recovery ?The cost of service failures




Service recovery;?The cost of service failures includes more than simply the cost to redo the service.;?Customers experience costs in time and attitude.;?In fact, two customer who experience the exact same type of service failure may experience different costs of time and attitude. (e.g., a waiter may mix up the food orders for two customers-one may find the wrong food acceptable, but the other may demand it be redone.);Question: Should service providers ask customers what would be required to remedy a service failure, as opposed to having the employee or company policy determine what an appropriate service recovery would be?


Paper#34348 | Written in 18-Jul-2015

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