SERVICES MARKETING MANAGEMENTWEEK 9COMPLAINTS AND RECOVERY
Complaints, Service Failure & Service Recovery•SERVICE FAILURES USUALLY THREE CATEGORIES:•(a) SERVICE DELIVERY SYSTEM FAILURES – FAILURES IN THE COREBEING •(1) UNAVAILABLE SERVICE•(2) UNREASONABLY SLOW SERVICE •(3) OTHER SPECIFIC CORE FAILURES E.G. DIRTY HOSPITAL BED
Complaints •(b)Failure to respond to customer needs and requests•(1) Implicit needs – those which are obvious and should be noticed e.g. special needs and disruptive others •(2) explicit requests – customer preferences and customer errors
Complaints•(c)Unprompted and unsolicited employee actions •(1) level of attention•(2) unusual action •(3) cultural norms e.g. equality, fairness, stealing •(4) adverse conditions e.g. staff escape first in fire alert
Complaints and Service FailureFewer people complain than defectMost people tell a number of others about dissatisfactionCompanies generally either discourage
You've reached the end of your free preview.
Want to read all 7 pages?
Marketing, Complaint, Pleading, Federal Rules of Civil Procedure